Lead Business Process Analyst

📋 Description

• • HighLevel Inc. is seeking a highly skilled and strategic Lead Business Process Analyst to join our dynamic Revenue Operations team. This pivotal role is designed for an individual who thrives on defining, documenting, governing, and continuously improving customer-facing processes across the entire organization. Operating at a strategic level, you will be instrumental in shaping the end-to-end process architecture that underpins our customer lifecycle, working collaboratively with functional leaders, business analysts, and systems teams to ensure seamless operations and drive growth.
• • As the Lead Business Process Analyst, you will be the primary owner responsible for the comprehensive process architecture that spans the full customer journey. This includes establishing robust standards, frameworks, and best practices for how business processes are meticulously documented and maintained. Your dedication to ensuring that process maps, Standard Operating Procedures (SOPs), and workflows are not only up-to-date but accurately reflect the current operational reality will be crucial. You will cultivate and maintain a centralized, authoritative source of truth for all Revenue Operations process documentation, making it an indispensable resource for the entire company.
• • A significant aspect of your role will involve leading proactive analysis and improvement initiatives. You will be tasked with identifying systemic gaps, inefficiencies, and breakdowns within cross-functional workflows, delving deep to understand complex handoffs between teams, roles, and systems to uncover root causes. You will collaborate closely with functional business analysts to validate your findings and gain consensus on recommended solutions. Your ability to translate these insights into prioritized, actionable process improvement initiatives, directly aligned with overarching company goals, will be key to your success. You will spearhead continuous improvement efforts, leveraging your expertise in systems, data, and business operations to resolve process gap issues effectively.
• • This position demands strong strategic cross-functional partnership. You will serve as a senior thought partner to leaders across a wide array of departments, including Revenue Operations, Trial Experience, Customer Success, Support, Affiliates, Account Management, Retention, and Systems teams. Your role will involve facilitating executive- and leadership-level process reviews and working sessions, driving critical alignment on standard operating models across diverse teams. A core competency will be your ability to influence change without direct authority, building strong relationships and establishing credibility across the organization.
• • Furthermore, you will establish and enforce rigorous process governance models, overseeing process ownership, change management, and the timely updating of documentation. You will ensure that process changes are swiftly and accurately integrated into documentation and workflows, maintaining operational integrity. Close collaboration with systems, automation, and BI teams will be essential to guarantee that tooling and reporting mechanisms are in perfect alignment with defined processes. You will also play a vital role in helping teams operationalize new or updated processes through clear, concise documentation and effective enablement strategies.
• • In terms of technical leadership and mentorship, you will provide invaluable guidance, review, and mentorship to business process analysts and other adjacent roles, elevating the overall standard for process thinking, documentation quality, and operational rigor within the Revenue Operations function. You will translate complex processes into clear, understandable business requirements and decision frameworks, supporting auditability, operational consistency, and long-term scalability. Partnering with BI and RevOps leadership, you will help define and track key process health metrics and KPIs, identifying opportunities for standardization, automation, and enhanced scalability across all customer-facing workflows. This role is critical for ensuring HighLevel's continued growth and operational excellence in a fast-paced, high-volume environment.