Program Manager

About HighLevel:

HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes.

About the Team & Role:

The Commerce division is a new strategic division aimed at building a new pillar for our customers : the entire motion of selling their products, enabling subscriptions, configuring the right channels for distribution, sending quotes & proposals to prospective customers, accepting payments, signing contracts and more! This allows our customers to choose a single Platform (HighLevel) to perform the entire lifecycle of business starting from generating leads, tracking and converting leads to customers, selling them core communications products, enabling campaign culminating in scaling their commercial offerings and managing it all in 1 place

To make this a huge success it is important to track the Release cycles, work with our stakeholders, internal customers and external customers judiciously and make the plans visible to the entirety of HighLevel. The role of the Senior Program Manager is to understand clearly what success means for the organization by working with Product divisions, drafting the Release plans and customer stories, tracking them E2E across the SDLC lifecycle, representing the plan to our customers, building the right feedback funnel from customers back to the SDLC lifecycle and more. This role is not about coordinating internally within scrum teams but at the Commerce organization level + it’s internal customers.

We are looking for a Senior Program Manager to collaborate and orchestrate Commerce’s most critical releases and retention metrics across the platform:

This role contributes to shaping our discipline in Release planning, improving precictabulity in SDLC, mitigating committed risks, provide visibility to to management and internal customers by working across disciplines & teams

Requirements:

• Individual Contributor with 5-7 years of total experience, with significant time in Release Management, Product Analytics, or Risk Mgmt for a high-growth B2B SaaS company
• At least 3–5 years of experience working on cross-functional programs and mentoring team members
• Prior experience working closely with Product Management and/or Customer Success on customer experience, adoption, or retention programs.Strong analytical and data-driven mindset, comfortable with funnels, cohorts, retention metrics, experimentation, and self-serve analysis (SQL/BI)
• Deep customer empathy with experience interpreting research, surveys, interviews, and support insights
• Should be able to zoom out for long-term planning and zoom in to drive execution and process improvement
• Excellent program management skills with the ability to structure ambiguity, align stakeholders, and deliver outcomes
• Highly influential communicator who drives change without authority and presents effectively to senior leadership
• Systems-oriented approach, building scalable frameworks, processes, and feedback loops adopted across teams.

Responsibilities:

• Collaborate with Leaders and Define Release Metrics
• Build and maintain the source-of-truth dashboards, Commerce pillars specific views, top blockers and risks to our internal & external customers
• Drive Cross-Functional Programs: Lead cross-functional initiatives across Product, Engineering, CS, Support, Marketing, and RevOps to improve activation, retention, and sentiment.
• Translate Commerce priorities into structured programs with clear owners, timelines, and measurable outcome
• Planning & Governance: Contribute to quarterly and annual planning for Commerce
• Establish and run operational cadences (reviews, stand-ups, post-mortems) to maintain alignment and accountability & Present progress