Business Process Analyst II

Position: Business Process Analyst II

Reports To: Director, Rev Ops 

Location: India 

Level: P2

About Us

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, from marketing agencies to entrepreneurs to small businesses and beyond. Our platform empowers users across industries to streamline operations, drive growth, and crush their goals. HighLevel processes over 15 billion API hits and handles more than 2.5 billion message events every day. Our platform manages 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names.

Our People

With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.

Our Impact

Every month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.

Learn more about us on our YouTube Channel or Blog Posts

Who You Are

We are looking for a Business Process Analyst to join our Revenue Operations team and support the design, documentation, governance, and continuous improvement of customer-facing processes across HighLevel.

In this role, you will work across the customer lifecycle, partnering closely with functional leaders, business analysts, and systems teams to ensure processes are well-defined, scalable, and consistently executed. You will play a key role in maintaining high-quality process documentation and driving improvements across Trial Experience, Customer Success, Support, and Revenue Growth functions, including Affiliates, Account Management, and Retention.

What You’ll Be Doing

Process Documentation & Ownership

• Support ownership of customer-facing process documentation across the lifecycle.
• Create and maintain process maps, SOPs, and workflows to ensure accuracy and scalability.
• Ensure documentation reflects current business practices and is regularly updated.
• Contribute to maintaining a centralized source of truth for Revenue Operations processes.

Process Analysis & Improvement

• Identify process gaps, inefficiencies, and opportunities for improvement across workflows.
• Analyze handoffs between teams, roles, and systems to identify root causes.
• Partner with cross-functional teams to validate findings and recommend solutions.
• Support the execution of process improvement initiatives aligned with business goals.

Cross-Functional Collaboration

• Partner with teams across Revenue Operations, Trial Experience, Customer Success, Support, Affiliates, Account Management, Retention, and Systems.
• Participate in process reviews and working sessions with stakeholders.
• Help drive alignment on standard operating procedures and workflows.

Process Governance & Enablement

• Support governance frameworks for process ownership, updates, and change management.
• Ensure timely updates to documentation as processes evolve.
• Collaborate with systems, automation, and BI teams to align tools with defined processes.
• Assist in enabling teams through clear documentation and process guidance.

Additional Responsibilities

• Translate business processes into clear requirements and documentation.
• Support tracking of process health metrics and KPIs with RevOps and BI teams.
• Identify opportunities for standardization, automation, and scalability.
• Contribute to operational consistency and audit readiness.

What You’ll Bring

• 2-5 years of experience in Business Process Analysis, Operations, or Process Improvement roles.
• Experience working with cross-functional teams and supporting process improvement initiatives.
• Strong process mapping and documentation skills.
• Analytical mindset with the ability to identify inefficiencies and recommend solutions.
• Experience working with customer-facing teams (Customer Success, Support, Revenue, or RevOps) is a plus.
• Strong written and verbal communication skills.

Experience/Education/Certifications Required

• Experience in SaaS or high-growth technology companies.
• Strong familiarity with Revenue Operations and the end-to-end customer lifecycle.
• Experience partnering closely with systems, automation, and BI teams.
• Proficiency with process documentation and visualization tools (Lucid, Miro, Visio, Confluence, etc.).