Senior Business Analyst

As a Product Manager, you will play a pivotal role in shaping the user experience and driving sustained engagement. You will be responsible for developing and executing strategies to retain existing users, reactivate dormant users, and enhance overall user satisfaction.

What Will You Do?

• Take end-to-end ownership of the product — identify market requirements, define the product vision, create design concepts, and shape the product roadmap.
• Lead the entire product development lifecycle, from ideation to launch, ensuring timely delivery of high-quality features.
• Collaborate with engineering teams to translate product requirements into technical specifications.
• Work with key stakeholders to define and prioritize product features and enhancements.
• Conduct market research and competitive analysis to identify emerging trends and innovation opportunities.
• Stay informed about industry developments and competitor products to maintain STAGE’s competitive edge.
• Champion user-centric design principles, collaborating with UX/UI teams to create seamless, intuitive user experiences.
• Gather and incorporate user feedback to drive continuous improvement in design and functionality.
• Partner with Marketing to develop go-to-market strategies for new features and product launches.

What You Bring

• Bachelor’s degree in Engineering or Computer Science
• 3+ years of proven experience as a Product Manager in the B2C segment
• Prior experience in the OTT / Streaming industry is highly preferred
• Strong analytical and problem-solving skills with a data-driven mindset
• Excellent communication and interpersonal skills, with the ability to influence and collaborate across teams
• Demonstrated ability to manage multiple projects in a fast-paced environment

Mandatory :

• Candidate must have 3–5 years of experience as a Product Manager in Growing Startups or Product-based companies, with proven experience in a B2C product environment.
• Candidate should have hands-on experience across the complete product lifecycle, including product vision and roadmap creation, requirement gathering and PRD documentation, feature prioritization and planning, execution with engineering teams and post-launch iterations.
• Candidate must possess strong analytical and data-driven decision-making skills, with the ability to define and track product metrics and KPIs to measure success.
• Candidate should have significant experience collaborating with UX/UI and design teams, including user research, prototyping, and A/B testing to enhance user experience.
• Candidate must have a proven track record of working effectively with cross-functional teams, demonstrating strong communication and stakeholder management skills.
• Candidate should have experience developing and implementing user retention, engagement, and activation strategies to drive product growth and customer loyalty.

Responsibility:

• Lead the planning and execution of the product roadmap, aligning with the overall business objectives
• Define and prioritize product features based on customer feedback, data analysis, marketing demands and
• domain requirements.
• Drive the product development process, from ideation through release, ensuring timely delivery and high-
• quality outcomes
• Collaborate closely with engineering, marketing, and sales, to drive successful launch, development, and
• advancement of B2B products
• Establish and maintain strong relationships with key stakeholders, including customers, to gather insights
• and ensure product satisfaction
• Provide clear and concise communication of product vision, goals, and progress to both internal teams and
• external stakeholders
• Conduct market research to identify trends, customer needs, and competitive landscape, informing product
• strategy and decision-making
• Monitor product performance through metrics, iterating on the product strategy as needed to achieve
• business objectives
• Mentor junior product managers in terms of general learning and product/feature-specific guidance
• Be responsible for feature validation, both in terms of quality and user satisfaction.
• Requirements:
• 5-8 years of relevant experience in software product management
• At least 3 years of complex B2B software product management experience
• Analytical mindset with a willingness to go deep into problem-solving
• Being data-driven is essential; inclined to use data to validate assumptions and business assertions
• Strong technical understanding of the software development process and general design constructs
• Impeccable collaboration and communication skills
• Bias for action: Default setting is to take action to move the product forward and improve customer
• experience
• Empathetic: Can deeply embed in the customer perspective and translate their needs to crisp, detailed and
• actionable product requirements
• Thrives in a complex, ambiguous, and fast-paced environment, driving agile experimentation
• Understanding of the US healthcare industry is a big plus
• Prior start-up experience is a plus 

About HighLevel: 

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. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home.

Our Website - https://www.gohighlevel.com/

YouTube Channel- https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

Blog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

Our Customers:

HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.

Scale at HighLevel:

We work at scale; our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.

Who You Are:

The Manager of Customer Support is responsible for the supervision and operational management of a customer-centric workforce focused on solving issues for our customers. The manager will also work closely with other functional units to meet defined service level agreements and achieve high levels of customer satisfaction.

Essential Functions:

• Influence others, lead, coach and empower, through motivation and encouragement, to accomplish team goals and foster a positive team culture
• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Achieves customer service objectives by contributing and making recommendations to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change
• Being able to interpret data that translates into action to improve the team.
• Monitors the overall health of the support system which includes but is not limited to live ticket queues, live channel queues, major bugs and staff availability
• Involved in determining customer service employee requirements by maintaining contact with employees to determine areas of improvement by reviewing operational environments; conducting surveys; benchmarking best practices; analyzing information and applications
• Improves customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
• Responsible for providing employees with technical resources; providing technical advice; resolving problems; disseminating advisories, warnings, and new techniques
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations
• Act as an escalation point for high severity customer issues that arise from within the team; directly from customers; or from other HighLevel functions. 
• Serve as an influential leader by demonstrating professionalism, passion, and enthusiasm, providing communication, and motivation, and creating teamwork and collaboration
• Be readily available with cameras on throughout the shift to assist customers and team members via Zoom

Experience/Education/Certifications Required:

• Associate's/ Bachelor's degree or equivalent experience
• 4+ Years in management 
• SaaS software experience
• Several years running technical customer-facing teams.
• Experience in managing a team of over 20+ 
• Project management skills 
• Leading a results driven team 
• People manager at heart, you love mentoring, leading and contributing to the professional development of those around you 
• Strong collaboration, time-management, influencing and prioritization skills are critical to the success of this role
• The ability to build and maintain relationships internally with team and with customers
• Excellent listening, presentation and communication skills at all levels
• The ability to partner with customers and team members in developing their strategic direction
• The candidate is technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable customer and team success
• Strong customer facing communication skills
• Demonstrated data driven approach to problem solving
• Must be a go-getter and not afraid to ask questions
• Must have basic computer and excel skills

Language Skills Required Vs. Preferred:

• Fluent in English.
• Demonstrated verbal and written communication skills.

EEO Statement:

At HighLevel, we value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way! Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KEY RESPONSIBILITIES

• Building a website based on the given requirements and ensure it’s successfully deployed
• Responsible for designing, planning, and testing new web pages and site features
• A propensity for brainstorming and coming up with solutions to open-ended problems
• Work closely with other teams, and project managers, to understand all stakeholders’ requirements and ensure that all specifications and requirements are met in final development
• Troubleshoot and solve problems related to website functionality
• Takes ownership of initiatives and drives them to completion.
• Desire to learn and dive deep into new technologies on the job, especially around modern data storage and streaming open source systems
• Responsible for creating, optimizing, and managing REST APIs
• Create website content and enhance website usability and visibility
• Ensure cross-browser compatibility and testing for mobile responsiveness
• Ability to integrate payment processing and search functionality software solutions
• Stay up-to-date with technological advancements and the latest coding practices
• Collaborate with the team of designers, content managers, and developers to determine site goals, functionality, and layout
• Monitor website traffic and overall system’s health with Google analytics to ensure high GTmetrix score
• Build the front-end of applications through appealing visual design
• Design client-side and server-side architecture
• Develop server-side logic and APIs that integrate with front-end applications.
• Architect and design complex database structures and data models.
• Develop and implement backend systems to support scalable and high-performance web applications.
• Create automated tests to ensure system stability and performance.
• Ensure security and data privacy measures are maintained throughout the development process.
• Maintain an up-to-date changelog for all new, updated, and fixed changes.
• Ability to document and manage all the software design, requirements, reusable & transferable code, and other technical aspects of the project.
• Create and convert storyboards and wireframes into high-quality full-stack code
• Write, execute, and maintain clean, reusable, and scalable code
• Design and implement low-latency, high-availability, and performant applications
• Implement security and data protection
• Ensure code that is platform and device-agnostic

EDUCATION & SKILLS REQUIREMENT

• B.Tech. / BE / MS degree in Computer Science or Information Technology
• Expertise in MERN stack (MongoDB, Express.js, React.js, Node.js)
• Should have prior working experience of at least 3 years as web developer or full stack developer
• Should have done projects in e-commerce or have preferably worked with companies operating in e-commerce
• Should have expert-level knowledge in implementing frontend technologies
• Should have worked in creating backend and have deep understanding of frameworks
• Experience in the complete product development life cycle
• Hands-on experience with JavaScript, HTML, CSS, JQuery, JSON, PHP, XML
• Proficiency in databases, including analytical (e.g., mySQL, MongoDB, PostgreSQL, DynamoDB, Redis, Hive, Elastic etc.)
• Knowledge of architecting or implementing search APIs
• Great understanding of data modeling and RESTful APIs
• Strong knowledge of CS fundamentals, data structures, algorithms, and design patterns
• Strong analytical, consultative, and communication skills
• Excellent understanding of Microsoft office tools : excel, word, powerpoint etc.
• Excellent organizational and time management skills
• Experience with responsive and adaptive design (Web, Mobile & App)
• Should be a self starter and have ability to work without being supervised
• Excellent debugging and optimization skills
• Experience building high throughput/low latency systems.
• Knowledge of big data systems such as Cassandra, Elastic, Kafka, Kubernetes, and Docker
• Should be willing to be a part of a small team and working in fast-paced environment
• Should be highly passionate about building products that create a significant impact.
• Should have experience in user experience design, website optimization techniques and different PIM tools

What you need to have:

What you'll need...

• Highly experienced using AngularJS , NodeJS
• Good understanding of web markup, including HTML5, CSS3, Javascript
• Strong understanding of CSS pre-processing platforms, such as LESS and SASS.
• A solid understanding of cross-browser/platform issues and code solutions
• Proficient understanding of code versioning tools, such as GIT
• An excellent ability to convert PSD/Sketch mockups into interactive digital experiences

Bonus points for...

• eCommerce development experience Magento,
• Understanding of conversion rate optimization or data-driven product development (analytics, a/b testing, etc.)
• Experience developing with prototype frameworks (Bootstrap, Foundation, etc.)
• Experience integrating dynamic content solutions with AJAX or API Services

Experience in Cloud and Serverless

• Knowledge of version control systems (GitHub etc.)