Lead Business Process Analyst

Position: Lead Business Process Analyst Reports To: Director, Rev Ops  Location: India  Shift timings: 2PM -11 PM IST Level: P4 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’re looking for a Lead Business Process Analyst to join our Revenue Operations team and take ownership of how customer-facing processes are defined, documented, governed, and improved across HighLevel. This role will operate at a strategic level—owning end-to-end process architecture across the customer lifecycle while partnering closely with functional leaders, business analysts, and systems teams. You’ll lead the effort to ensure our business process documentation is accurate, scalable, and treated as living artifacts that evolve as our teams, systems, and strategies change. This role will span Trial Experience, Customer Success, Support, and Revenue Growth teams, including Affiliates, Account Management, and Retention. What You’ll Be Doing:  Own End-to-End Process Architecture Serve as the primary owner of customer-facing process architecture across the full lifecycle. Define standards, frameworks, and best practices for how business processes are documented and maintained. Ensure process maps, SOPs, and workflows are continuously updated and reflect how the business actually operates. Maintain a centralized, trusted source of truth for Revenue Operations process documentation. Lead Process Analysis and Improvement Proactively identify systemic gaps, inefficiencies, and breakdowns across cross-functional workflows. Analyze complex handoffs between teams, roles, and systems to surface root causes. Partner with functional business analysts to validate findings and align on recommendations. Translate insights into prioritized, actionable process improvement initiatives aligned to company goals. Lead continuous improvement efforts, engaging with various systems, data, and business resources to take process gap issues and resolve them. Strategic Cross-Functional Partnership Act as a senior thought partner to leaders across Revenue Operations, Trial Experience, Customer Success, Support, Affiliates, Account Management, Retention, and Systems teams. Facilitate executive- and leadership-level process reviews and working sessions. Drive alignment on standard operating models across teams. Influence change without direct authority through strong relationships and credibility. Process Governance & Change Enablement Establish and enforce governance models for process ownership, change management, and documentation updates. Ensure process changes are reflected quickly and accurately in documentation and workflows. Partner with systems, automation, and BI teams to ensure tooling and reporting align with defined processes. Help teams operationalize new or updated processes through clear documentation and enablement. Technical Leadership & Mentorship Provide guidance, review, and mentorship to business process analysts or adjacent roles where applicable. Raise the overall bar for process thinking, documentation quality, and operational rigor within Revenue Operations. Additional Responsibilities Translate complex processes into clear business requirements and decision frameworks. Partner with BI and RevOps leadership to define and track process health metrics and KPIs. Identify opportunities for standardization, automation, and scalability across customer-facing workflows. Support auditability, operational consistency, and long-term scalability. What You’ll Bring: 7–10 years of experience in Business Process Analysis, Operations, or Process Improvement roles. Proven experience owning and scaling complex, cross-functional process ecosystems. Strong track record of influencing senior stakeholders and driving change in high-growth environments. Deep experience working with customer-facing teams (CS, Support, Revenue, or RevOps). Exceptional process mapping, documentation, and facilitation skills. Excellent 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.).