Lead Automations Analyst

About Us
HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers 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, including agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users  with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames.
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
As of mid 2025, 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 each month. 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 Lead Automations Analyst to join Customer Success — Programs & AI Innovation as the creator-first counterpart to our Quality Analyst II. You take a Success problem from “we need this” to a shipped AI solution running inside ORA, our internal AI platform — owning the design, the build, the rollout and the feedback loop end to end.

Your work shows up in the moments that matter most to our advisors and customers: pre-call briefs that surface adoption risk before the call starts, in-call guidance that points to the next-best action, post-call grading that flags coaching opportunities, and transcription-driven follow-ups that close the loop with customers. The Quality Analyst II evaluates these workflows; you build them.
This is a senior individual contributor role with deliberate runway. We are hiring for trajectory — someone with strong fundamentals in AI solution design who is ready to own a function-defining build at HighLevel. “Lead” reflects scope and ownership, not people management.

: Key Responsibilities 1. Own End-to-End AI Solution Delivery Inside ORA You take Success problems from idea to production. You design the orchestration, build the sub-agents and skills, wire up the knowledge base, define success metrics and deploy. Translate Success problems into AI solution designs — what the agent does, what context it needs, what the success criteria look like Build orchestrators and sub-agents inside ORA that route work across the right skills, models and knowledge sources Author and maintain the skills, prompts and knowledge base entries that power your solutions Design and instrument feedback loops from day one — thumbs up/down, logs, eval signals — so quality is measurable from launch Deploy solutions into production inside ORA, monitor for quality drift and iterate based on real advisor and customer signal 2. Design AI Workflows Across the Call Lifecycle The advisor experience runs from pre-call prep to post-call follow-up. You own the AI workflows across that arc. Pre-call briefs: customer context, adoption signals, retention flags, prior-call summaries In-call guidance: next-best-action prompts, recommendation flows, real-time troubleshooting context Post-call grading and summaries: quality scoring, AI-generated recaps, CRM updates, sentiment signals Transcription-driven follow-ups: customer updates, recap notes, task creation, escalation routing In