Project Manager - Customer Support

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: 

As a Project Manager of Customer Support, you will be a highly organized and proactive Project Manager who oversees and ensures the successful execution of Support related projects from initiation to completion. The ideal candidate will excel in planning, managing resources, mitigating risks, and delivering projects within scope, timeline, and budget while maintaining the highest quality standards.

In this role, you will be responsible for planning, executing, and overseeing a wide range of strategic projects that drive business growth and efficiency. You will be responsible for developing project plans, coordinating resources, evaluating decisions, and reviewing project ow. You will do this by working closely with senior leadership, cross-functional teams, and stakeholders to ensure projects are completed on time, within scope, and within budget.

• What You’ll Be Doing:

• Project Planning and Management:
• Define project scope, objectives, and deliverables in alignment with organizational goals.
• Develop detailed project plans, including timelines, resource allocation, budget, and risk management strategies.
• Coordinate and lead project meetings, ensuring all stakeholders are informed and engaged.
• Provide insights and recommendations to drive strategic decision-making.
• Work with senior leadership to prioritize projects based on business impact and resource availability.

• Execution and Implementation:
• Manage the execution of projects, ensuring adherence to established plans and timelines.
• Monitor project progress using appropriate tools as needed, identify potential issues and risks, and implement corrective actions as needed.
• Ensure projects are delivered on time, within scope, and within budget.

• Stakeholder Management:
• Communicate project status, updates, and risks to stakeholders and leadership in a clear and concise manner.
• Foster strong relationships with key stakeholders, including senior leadership, team members, and external partners.
• Facilitate collaboration and alignment across cross-functional teams.

• Performance Measurement:
• Establish metrics to measure project performance and impact.
• Conduct post-project evaluations to identify successes, challenges, and areas for improvement.
• Ensure compliance with company policies and industry regulations.

• What You’ll Bring:
• Bachelor's degree and/or experience in Business Administration, Project Management, or a related eld.
• A master's degree or PMP certification is a plus.
• 5+ years of experience in project management.
• Strong understanding of project management methodologies, such as Agile, Waterfall, and Scrum
• Proficiency in project management software (e.g., Clickup, Asana, Trello, Jira, Excel)
• Familiarity with CRM tools is a plus (i.e. Freshdesk)
• Exceptional communication, negotiation, and interpersonal skills Proven track record of managing multiple projects simultaneously, adapting to changing priorities, and delivering results.
• Ability to work independently and as part of a team
• Strong analytical and problem-solving skills
• Working in a fast paced, dynamic environment
• Detail oriented mindset

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.