HighLevel

• Define the end-to-end methodology every team follows - hypothesis → metrics → design → power → readout → decision - and make it the default • Own the statistical approach (significance, multiple comparisons, sequential testing, variance reduction like CUPED) for small-sample, fast-paced contexts where classic A/B power is hard to reach • Build the methods toolkit for our clustered, hierarchical data (user → sub-account/location → agency), where randomization and analysis units differ • Apply rigorous causal inference (matching, diff-in-diff, instrumental variables, synthetic control, etc) when clean experiments aren't feasible - churn, onboarding, GTM - separating real signal from selection bias, seasonality, and mix effects • Own the design discipline for running many experiments at once - layering, orthogonal experiments, holdouts, and guardrails that keep concurrent tests from contaminating each other • Partner with AI/ML teams to design and evaluate experiments for AI features, including measurement for non-deterministic, fast-iterating systems • Run the experiment review forum and hold the line on what counts as a real result • Build the Experimentation curriculum and templates that level up PMs and analysts so good design scales beyond you • Partner with Analytics Engineering on governed, experiment-ready data and consistent metric definitions • Influence leadership and cross-functional partners on where to invest, translating statistical nuance into clear, decision-grade guidance

• Lead the team responsible for building the trusted data foundation that powers decision-making across the company. • Oversee a team of analytics engineers who transform raw data into scalable, reliable, and well-governed data models. • Partner closely with Engineering, Product, Data Science, Finance, Marketing, Sales, Customer Success, and Executive Leadership to define our data strategy. • Balance technical excellence with business impact, helping the organization become increasingly data-driven while building a high-performing and inclusive team.

• Own the Marketplace Vision: Define the long-term strategy to make the HighLevel App Marketplace the premier destination for MarTech and SalesTech apps. • Drive GMV & Revenue: Establish and execute strategies to grow Gross Merchandise Value (GMV) by optimizing monetization models, billing infrastructure, and payout mechanisms for partners. • Define Key Metrics: Define, track, and report on ecosystem health metrics: App installs, Active usage, Developer retention, API utilization, and Net Revenue Retention from marketplace apps. • Revolutionize DevEx: Design and deliver capabilities that make it effortless for developers to build, test, submit, and monetize apps on HighLevel. This includes owning the roadmap for Developer Portals, SDKs, and API documentation standards. • Governance & Quality: Establish rigorous yet efficient app review processes, security standards, and policy frameworks to ensure a high-trust environment for our users. • Discovery & Merchandising: Optimize the end-user experience (Agency & SMB) regarding app discovery, search algorithms, recommendations, and one-click installation flows. • Influence the Roadmap: Collaborate with engineering and cross-functional teams to prioritize platform-level features that unlock new possibilities for app developers (e.g., deeper UI integrations, new webhooks). • Voice of the Partner: Conduct qualitative research with developer partners and agencies to identify friction points and translate insights into prioritized product work-streams. • Mentor & Lead: Mentor other PMs and APMs working on adjacent areas of the developer platform, acting as a thought leader in platform economics and ecosystem best practices.

• Build and run Product Design's core operating cadence, including weekly status, critiques, design reviews, quarterly planning, and decision follow-through. • Create lightweight systems that make priorities, milestones, dependencies, risks, and ownership clear across multiple product areas. • Establish practical engagement models between Design and Product, Engineering, Research, and Data so teams know when and how to work together. • Improve launch readiness by helping teams surface quality risks, clarify tradeoffs, and understand what is ready to ship. • Partner with design systems leaders to strengthen craft rituals, shared standards, and adoption of reusable patterns across product teams. • Give design leadership better visibility into capacity, resourcing pressure, delivery risks, and operational bottlenecks as the org grows. • Reduce recurring fire drills and low-level project wrangling by turning ad hoc coordination into repeatable workflows. • Partner with the centralized program management office and Product/Engineering operations while representing the needs of Product Design. • Serve as the operational backbone of Research, owning consent management and incentive processing to enable researchers to run concurrent programs at scale. • Help bridge multiple time zones (PST, EST and IST) and management levels to optimize for visibility of design team work.

• Build workflows that simplify automation through prompt-based inputs. • Integrate AI capabilities into actions like Email, SMS, and Code execution. • Implement AI-driven recipe and template suggestions based on user prompts. • Create tools for building custom AI agents to handle automation tasks. • Develop advanced AI features like Data Extraction, Text-to-Voice conversion, and Data Analysis. • Work with Retrieval-Augmented Generation (RAG) systems and knowledge bases to enable intelligent, context-aware workflows. • Optimize APIs to handle millions of hits monthly with low latency. • Mentor junior engineers and lead AI-driven projects.

• Lead design execution and quality across core platform experiences, mobile experiences, and design system strategy • Manage, coach and develop approximately 8 product designers across US and India teams • Elevate designers through coaching, stretch opportunities and clear development plans • Ensure design quality and execution across core platform experiences and mobile surfaces • Line manage the design system team • Build strong operating partnerships with Product, Engineering, Data, Support and Customer Success

• Lead advanced mobile testing (Android/iOS apps) and automation using BDD frameworks with tools like Appium, Flutter Driver, Espresso, etc. • Design, implement, and maintain scalable, reusable test automation frameworks and solutions using modern technologies • Perform advanced multi-platform functional tests and device compatibility testing across diverse environments • Debug complex issues at the code, app, and infrastructure levels; identify root causes and provide solutions • Mentor and guide junior SDETs, promoting technical growth within the team • Review requirements and actively provide feedback on business and technical completeness and testability • Define and implement comprehensive test strategies, methodologies, and best practices to ensure product quality • Partner closely with product owners, developers, and DevOps engineers to achieve continuous integration, delivery, and deployment • Monitor, analyse, and report test automation metrics to identify areas for improvement • Drive continuous improvement in the QA process, automation coverage, and test reliability • Take ownership of release quality by supporting regression testing (automated and manual) and providing clear sign-offs

• Lead end-to-end mobile testing and automation for iOS and Android applications (Flutter-based) • Architect, enhance, and own scalable mobile automation frameworks using tools such as Appium, Flutter Integration Tests, Espresso, etc. • Drive adoption of AI-assisted testing (test generation, failure analysis, flaky test reduction, intelligent reporting, prompt-based workflows) • Define and execute test strategies covering functional, regression, performance, reliability, and non-functional testing • Debug complex issues across automation code, application behavior, device/platform differences, and CI infrastructure • Own release quality, including automated regressions, risk assessment, and final QA sign-offs • Partner closely with Product, Design, Dev, and DevOps to improve testability and reduce production defects • Mentor and technically guide SDETs and interns; set coding, review, and automation best practices • Track and report quality metrics, automation ROI, and coverage to stakeholders • Continuously improve QA processes to reduce cycle time and increase confidence in releases

• Conduct daily outbound outreach (calls, emails, follow-ups) to assigned accounts. • Engage customers flagged for HealthScore decline, payment failures, cancellation intent, low product usage, and reactivation opportunities. • Identify root causes behind customer concerns through active listening and discovery. • Provide consultative guidance and structured solutions to retain and support customers. • Communicate the value of HighLevel’s services clearly and confidently. • Handle objections professionally and work toward mutually beneficial outcomes. • Identify opportunities for plan optimization, upgrades, or reactivation where appropriate. • Support churn reduction and revenue retention goals through escalating recurring issues to leadership. • Deliver personalized, positive support aligned with the company brand. • Accurately log all interactions and update CRM records in GHL. • Identify trends and recurring challenges impacting retention.

• Lead the day-to-side operations of the Systems Support team, ensuring high-quality service delivery and SLA compliance. • Coach, mentor, and provide advanced escalation support to Tier 1 and Tier 2 team members. • Serve as the primary point of contact and manage relationships with third-party vendors for asset dispatch, recovery, and other logistical operations. • Drive the development and implementation of technical procedures and workflows to enhance team efficiency and security. • Own the end-to-end hardware asset management lifecycle, including procurement, deployment, inventorization, and disposal. • Lead and support internal and external asset management audit activities, ensuring compliance and accurate reporting. • Support the deployment of all hardware, including MacBooks, peripherals, and networking gear. • Own and resolve advanced tickets focused on remote desktop environments and complex business application issues. • Troubleshoot and resolve OS-level issues within a heavy macOS environment. • Support end users and manage configurations for core collaboration tools including Zoom and Slack. • Manage device enrollment and policy enforcement through Apple Business Manager (ABM) and MDM platforms (e.g., Addigy). • Possess strong system administration experience in either Windows or Google Workspace environments. • Maintain clear technical documentation, SOPs, and knowledge base articles for recurring issues. • Support user end-point security initiatives, including expertise and familiarity with SWG, CASB, ZTNA (e.g., ZScaler/Netskope), and NGAV.