Director, Product Strategy & Operations (Product Adoption)

📍 Job Overview

Job Title: Director, Product Strategy & Operations (Product Adoption)

Company: HighLevel

Location: India

Job Type: Employee India

Category: Product Operations / Strategy & Operations

Date Posted: 2026-08-24

Experience Level: 12+ Years

Remote Status: Remote Solely

🚀 Role Summary

• Drive the strategic vision and execution for product adoption, focusing on customer activation, engagement, and retention within a global, remote-first SaaS organization.

• Leverage deep analytical capabilities to identify and address product adoption gaps across the entire customer journey, translating data insights into actionable product strategies.

• Influence product roadmaps and collaborate cross-functionally to enhance feature penetration, depth of usage, and overall customer value realization.

• Develop and implement a scalable operating model for measuring and continuously improving product adoption, directly impacting key business metrics like retention and expansion.

📝 Enhancement Note: This role is positioned at a senior leadership level, bridging the gap between Product Management, Growth, and Operations. The emphasis on "Product Adoption" as the core mandate, rather than traditional Product Operations, signifies a strategic focus on driving customer value realization and hence, retention and expansion. The remote-first nature of HighLevel means candidates must be highly self-motivated and adept at asynchronous communication.

📈 Primary Responsibilities

• Define and execute HighLevel's overarching product adoption strategy, targeting specific products, features, and customer segments to maximize value realization.

• Identify critical barriers preventing customers from discovering, activating, and consistently utilizing high-value product capabilities, developing targeted interventions.

• Establish robust frameworks and metrics to measure product adoption across the customer lifecycle, from initial onboarding and activation to sustained engagement and expansion.

• Analyze customer journeys, funnels, cohorts, and behavioral patterns using quantitative and qualitative data to pinpoint friction points and opportunities for improvement.

• Partner closely with Product Management, Engineering, Data Science, Marketing, Customer Success, and Support teams to influence product roadmaps and drive adoption-focused initiatives.

• Translate complex data insights and customer feedback into clear, prioritized product recommendations and business cases for adoption improvements.

• Develop executive-level reporting and dashboards to provide visibility into product adoption performance, trends, and emerging risks.

• Ensure new product launches are accompanied by comprehensive adoption plans that go beyond feature delivery, focusing on meaningful customer uptake.

• Drive cross-functional initiatives to enhance onboarding, user experience, education, packaging, and product capabilities to boost adoption rates.

• Foster a deep understanding of customer needs, workflows, and pain points, integrating these insights with product usage data to identify root causes of adoption challenges.

📝 Enhancement Note: The responsibilities highlight a strategic and analytical focus, moving beyond execution to influencing product direction. The emphasis on "Product Adoption Strategy" and "Adoption & Growth Analytics" indicates a data-driven approach to product development and customer success. The requirement to influence roadmaps without direct authority suggests strong stakeholder management and persuasive communication skills are paramount.

🎓 Skills & Qualifications

Education:

• A Bachelor's degree in Business, Computer Science, Engineering, Marketing, or a related field is typically expected for this level of role. An advanced degree (MBA, Master's) may be preferred. Experience:

• 12+ years of progressive experience in Product Strategy, Product Management, Growth, Product Operations, Strategy & Operations, or related functions within a technology or SaaS environment.

• Demonstrated leadership experience in defining and driving strategic initiatives with measurable outcomes.

• Proven track record of successfully increasing product adoption, activation, engagement, retention, or driving product-led growth (PLG) strategies.

• Experience working with B2B SaaS platforms, SMB-focused products, complex platform businesses, or multi-product ecosystems is highly preferred. Required Skills:

• Strategic Planning & Execution: Ability to define long-term product adoption strategies and translate them into actionable plans, driving execution across multiple teams.

• Product Analytics & Insights: Deep expertise in analyzing product usage data, customer journeys, funnels, cohorts, and segmentation to uncover actionable insights. Proficiency in identifying key metrics for activation, engagement, retention, and churn.

• Cross-Functional Leadership: Proven ability to influence and collaborate effectively with Product, Engineering, Design, Data, Marketing, Customer Success, and Sales teams, often without direct authority.

• Customer Centricity: Strong understanding of customer needs, workflows, pain points, and the ability to synthesize qualitative and quantitative data to advocate for customer-centric product improvements.

• Business Acumen: Ability to connect product adoption metrics to core business objectives, such as retention, expansion, and overall customer lifetime value (CLTV).

• Communication & Storytelling: Exceptional skills in articulating complex data and strategic recommendations clearly and persuasively to executive stakeholders and cross-functional teams.

Preferred Skills:

• Experience with product-led growth (PLG) methodologies and frameworks.

• Familiarity with experimentation and A/B testing methodologies for optimizing user journeys and feature adoption.

• Understanding of user experience (UX) principles and how they impact product adoption.

• Experience in defining and managing operating rhythms and accountability for strategic initiatives.

• Knowledge of market benchmarking for SaaS product adoption and customer experience.

📝 Enhancement Note: The experience requirement is substantial, indicating a need for seasoned professionals who can operate at a strategic level. The emphasis on influencing without direct authority and combining executive strategy with hands-on problem-solving points to a need for strong leadership presence and tactical execution capabilities.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Product Adoption Case Studies: Showcase examples of initiatives led or significantly influenced, detailing the problem, your strategic approach, the data used for analysis, the implemented solutions, and the quantifiable impact on adoption metrics (e.g., activation rates, feature usage, retention).

• Data Analysis & Interpretation: Provide evidence of your ability to analyze complex datasets (e.g., user behavior, funnel metrics, cohort analysis) and translate findings into clear, actionable recommendations. This could be demonstrated through reports, dashboards, or presentations.

• Strategic Frameworks: Illustrate your ability to develop and implement strategic frameworks for measuring and improving product adoption, customer lifecycle management, or product-led growth.

• Cross-Functional Collaboration Examples: Highlight projects where you successfully partnered with multiple departments (Product, Engineering, CS, Marketing) to achieve a common goal, emphasizing your role in driving alignment and execution.

• Roadmap Influence Examples: Detail instances where your insights and recommendations led to significant changes or prioritization within product roadmaps, supported by data and business case development.

Process Documentation:

• Adoption Strategy Development: Examples of documented strategies for increasing product adoption, including target customer segments, key performance indicators (KPIs), and proposed initiatives.

• Customer Journey Mapping: Visual representations or descriptions of customer journeys, highlighting key touchpoints, potential friction points, and opportunities for adoption enhancement.

• Metrics & Reporting Frameworks: Documentation of how you have established metrics, built dashboards, and created reporting mechanisms to track product adoption performance and communicate progress to stakeholders.

• Cross-Functional Initiative Plans: Outlines or project plans for cross-functional initiatives aimed at improving adoption, detailing ownership, timelines, and success criteria.

📝 Enhancement Note: For a role focused on Product Strategy & Operations, a portfolio demonstrating tangible impact on product adoption is crucial. Candidates should prepare to walk through case studies that showcase their analytical rigor, strategic thinking, and ability to drive measurable improvements through cross-functional collaboration. The emphasis is on demonstrating how they influenced adoption, not just that they were involved.

💵 Compensation & Benefits

Salary Range:

• Given the "Director" title, 12+ years of experience, and a remote-first, global company like HighLevel, a competitive salary range for this role in India would typically fall between ₹35,00,000 to ₹60,00,000 per annum (approximately $42,000 - $72,000 USD, depending on current exchange rates). This range accounts for the senior leadership level, specialized skills in product adoption and strategy, and the remote nature of the position. Benefits:

• Comprehensive Health Insurance: Medical, dental, and vision coverage for employees and potentially dependents.

• Paid Time Off (PTO): Generous vacation days, sick leave, and public holidays as per Indian labor laws and company policy.

• Remote Work Stipend: Potential allowance for home office setup, internet, or co-working space costs.

• Professional Development Budget: Funds for training, conferences, certifications, and learning resources relevant to product strategy, operations, and analytics.

• Stock Options/Equity: Potential for participation in employee stock option plans, aligning personal success with company growth.

• Retirement Savings Plan: Contributions to provident fund (PF) or other retirement savings schemes as per Indian regulations.

• Flexible Working Hours: While remote, the role may offer flexibility around core working hours to accommodate different time zones and personal needs, provided business objectives are met.

Working Hours:

• Standard full-time employment, typically around 40 hours per week. As a remote-first company operating globally, there will be an expectation of flexibility to collaborate with teams across different time zones, particularly during critical project phases or for executive-level reporting.

📝 Enhancement Note: Salary estimations are based on market research for Director-level roles in the SaaS/Tech industry in India, considering the specific domain of Product Strategy & Operations and the company's global presence. Benefits are standard for a remote-first tech company, with an emphasis on professional growth and well-being.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software / Technology (SaaS, Business Operating System)

Company Size: 2,000+ employees

Founded: 2018

Team Structure:

• The Product Strategy & Operations team is likely integrated within the broader Product organization, working closely with Product Management, Engineering, and Data Science.

• This role will operate at a senior leadership level, influencing product direction and requiring collaboration with VPs and Directors across various departments including Customer Success, Marketing, and Revenue.

• Given HighLevel's remote-first model, the team structure emphasizes asynchronous communication, clear documentation, and strong individual ownership. Methodology:

• Data-Driven Decision Making: HighLevel heavily relies on data to inform product development, customer understanding, and strategic initiatives. This role is central to leveraging data for product adoption insights.

• Agile Development: While not explicitly stated, it's standard for SaaS companies of this scale to employ agile methodologies for product development, requiring adaptability and iterative improvements.

• Customer-Centric Innovation: The company's mission to fuel community-driven growth and focus on customer outcomes suggests a culture that prioritizes understanding and serving customer needs.

• Ownership & Initiative: HighLevel values "initiative, clarity, and execution," indicating a culture where individuals are empowered to take ownership and drive projects forward autonomously.

Company Website: https://www.gohighlevel.com/

📝 Enhancement Note: HighLevel's rapid growth and focus on infrastructure at scale imply a dynamic, fast-paced environment. The company culture appears to be built on speed, ownership, and a global, remote-first mindset, which requires employees to be highly self-directed and collaborative across distances.

📈 Career & Growth Analysis

Operations Career Level: Director, Product Strategy & Operations (Product Adoption)

This is a senior leadership role, responsible for defining and executing a critical aspect of the company's product strategy. It sits at the intersection of product, data, and business operations, requiring strategic foresight, deep analytical skills, and cross-functional influence. The scope is broad, impacting customer activation, engagement, retention, and expansion across the entire product suite.

Reporting Structure:

• This role will likely report to a VP of Product, Chief Product Officer (CPO), or potentially a VP of Strategy & Operations, depending on the organizational structure.

• While the role is strategic, it involves significant hands-on analysis and collaboration, requiring close working relationships with Product Managers, Data Scientists, and leaders in Customer Success and Marketing. Operations Impact:

• The core impact of this role is directly tied to increasing customer value realization, which in turn drives key business outcomes:

  • Revenue Growth: Improved retention reduces churn, while increased engagement and feature adoption can lead to expansion revenue (upsells, cross-sells).
  • Customer Lifetime Value (CLTV): By ensuring customers derive maximum value, their loyalty and spending over time are enhanced.
  • Product-Market Fit: Deeper adoption signals stronger product-market fit and product value proposition.
  • Operational Efficiency: Identifying and removing adoption friction can reduce support load and improve customer onboarding efficiency.

Growth Opportunities:

• Advancement to VP Level: Successful performance in this Director role could lead to opportunities as a VP of Product Strategy, VP of Growth, VP of Product Operations, or a similar senior leadership position within Product or Operations.

• Specialization: Deepen expertise in specific areas like Product-Led Growth, Customer Lifecycle Management, or advanced analytics within the SaaS domain.

• Leadership Development: Gain experience leading complex, cross-functional initiatives and potentially managing a team as the function evolves.

• Broader Business Impact: Contribute to shaping the overall product strategy and business direction of a rapidly growing SaaS company.

📝 Enhancement Note: This role offers a significant opportunity for impact and growth within a high-velocity SaaS environment. The combination of strategic influence and analytical depth positions the individual for senior leadership roles. The focus on adoption is a critical lever for SaaS growth, making this a highly visible and impactful position.

🌐 Work Environment

Office Type: Remote Solely

HighLevel operates as a global, remote-first organization. This means there is no physical office for this specific role; work is conducted from the employee's chosen location within India.

Office Location(s):

• While the role is remote within India, HighLevel has a global presence with employees across 10+ countries. Specific team members may be located in various cities within India. Workspace Context:

• Collaborative Environment: Despite being remote, the company fosters collaboration through digital tools. Expect active participation in virtual meetings, Slack channels, and project management platforms.

• Operations Tools & Technology: Access to HighLevel's robust technology stack, including their AI-powered business operating system, data analytics platforms, communication tools, and project management software.

• Team Interaction: Opportunities for regular interaction with a diverse, global team through scheduled meetings, asynchronous communication channels, and virtual team-building events. The emphasis is on clear communication and shared understanding despite physical distance.

Work Schedule:

• Standard full-time, approximately 40 hours per week. However, as a remote-first company with a global employee base, flexibility is key. The expectation is that employees will manage their schedules to effectively collaborate with colleagues in different time zones, ensuring timely responses and participation in crucial meetings.

📝 Enhancement Note: The remote-first nature is a defining characteristic. Candidates must be comfortable with a fully remote setup, possess strong self-discipline, and be adept at digital collaboration tools. The emphasis on asynchronous communication means that documentation and clear written communication are paramount.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application and conduct a brief introductory call to assess your overall fit, experience, and interest.

• Hiring Manager Interview: A deeper dive into your experience, strategic thinking, and understanding of product adoption, growth analytics, and cross-functional collaboration. Expect behavioral questions and scenario-based discussions.

• Cross-Functional Interviews: Interviews with key stakeholders from Product Management, Data Science, Customer Success, or Marketing. These sessions will focus on your ability to collaborate, influence, and drive initiatives within these functions.

• Case Study Presentation/Deep Dive: A common element for this level of role. You may be asked to present a strategic plan, analyze a dataset, or walk through a detailed product adoption case study from your experience. This assesses your analytical depth, strategic thinking, and presentation skills.

• Executive Interview: A final conversation with a senior leader (e.g., VP Product, CPO) to assess strategic alignment, leadership potential, and cultural fit.

Portfolio Review Tips:

• Focus on Impact: For each case study, clearly articulate the business problem, your specific role and contribution, the data-driven insights you uncovered, the strategic solutions you implemented, and the quantifiable results achieved (e.g., % increase in activation, % improvement in retention, revenue impact).

• Demonstrate Analytical Rigor: Be prepared to discuss the metrics you used, how you analyzed them, and how you drew conclusions. If possible, use anonymized data examples or frameworks.

• Showcase Strategic Thinking: Explain the "why" behind your recommendations. How did your proposed solutions align with broader business goals and product strategy?

• Highlight Cross-Functional Collaboration: Describe how you navigated stakeholder relationships, managed dependencies, and drove consensus across different teams.

• Tailor to HighLevel: Research HighLevel's product, target market (SMBs, agencies), and growth trajectory. Frame your experience and examples in a way that demonstrates relevance to their specific challenges and opportunities.

Challenge Preparation:

• Product Adoption Strategy: Be ready to outline how you would approach defining and driving product adoption for a specific HighLevel feature or product line.

• Data Analysis Scenario: Practice analyzing hypothetical user behavior data or funnel metrics to identify adoption bottlenecks and propose solutions.

• Roadmap Influence: Prepare to discuss how you would influence a product roadmap based on adoption insights, considering competing priorities and stakeholder needs.

• Metrics Definition: Practice defining key adoption metrics and designing a dashboard to track them.

📝 Enhancement Note: The interview process is designed to thoroughly assess strategic thinking, analytical capabilities, and leadership potential. A strong portfolio that quantifies impact is essential. Candidates should prepare to articulate their thought process and demonstrate how they drive measurable business outcomes through product adoption strategies.

🛠 Tools & Technology Stack

Primary Tools:

• HighLevel Platform: Deep understanding of the HighLevel business operating system, its features, and how customers leverage it.

• Product Analytics Platforms: Experience with tools like Amplitude, Mixpanel, Pendo, or similar platforms for tracking user behavior, feature adoption, and funnel analysis.

• Business Intelligence (BI) & Data Visualization Tools: Proficiency with tools such as Tableau, Looker, Power BI, or Metabase for data exploration, analysis, and dashboard creation.

• CRM Systems: Familiarity with CRM platforms (e.g., Salesforce, HubSpot) for understanding customer segmentation, lifecycle stages, and sales/customer success interactions.

Analytics & Reporting:

• SQL: Essential for querying databases and extracting raw data for analysis.

• Spreadsheet Software: Advanced proficiency in Excel or Google Sheets for data manipulation, analysis, and reporting.

• Data Warehousing Concepts: Understanding of data warehousing principles and how data is structured for analysis.

CRM & Automation:

• Customer Success Platforms: Experience with tools used by Customer Success teams (e.g., Gainsight, ChurnZero) to understand customer health and engagement.

• Marketing Automation Tools: Familiarity with how marketing automation impacts customer onboarding and engagement.

• Project Management Tools: Proficiency with tools like Jira, Asana, or Trello for managing cross-functional initiatives and tracking progress.

📝 Enhancement Note: While specific tool requirements aren't listed, a strong candidate will have experience with industry-standard product analytics, BI, and data manipulation tools. Given HighLevel's own platform is a core product, understanding its architecture and customer usage patterns will be critical. SQL is likely a must-have for deep data analysis.

👥 Team Culture & Values

Operations Values:

• Data-Driven: Decisions are made based on rigorous analysis of product usage and customer behavior data.

• Customer-Centric: A deep commitment to understanding and serving the needs of SMBs and agencies using HighLevel.

• Ownership & Accountability: Individuals are empowered to take full responsibility for their areas and drive initiatives to completion.

• Speed & Execution: A culture that values rapid iteration, quick decision-making, and efficient execution to keep pace with market demands.

• Collaboration & Transparency: Open communication and a willingness to share insights and challenges across teams, even in a remote environment.

Collaboration Style:

• Remote-First & Asynchronous: Emphasizes clear documentation, well-structured communication, and asynchronous collaboration to accommodate global time zones.

• Cross-Functional Partnership: A strong emphasis on working collaboratively with Product, Engineering, Data, Marketing, and Customer Success teams to achieve shared goals related to product adoption and customer value.

• Data-Informed Dialogue: Discussions and decision-making are grounded in data, fostering objective and productive conversations.

• Empowerment & Initiative: Team members are encouraged to bring ideas forward, take initiative, and proactively solve problems.

📝 Enhancement Note: The company culture is designed for rapid growth and global reach, prioritizing autonomy, data, and efficient execution. Candidates who thrive in a fast-paced, remote environment and are adept at proactive communication and problem-solving will be well-suited.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling Product Adoption: Ensuring consistent and deep adoption of HighLevel's increasingly complex platform across a rapidly growing and diverse customer base (SMBs, agencies).

• Balancing Strategic Vision with Execution: Translating high-level adoption goals into concrete product and operational changes that can be implemented effectively by cross-functional teams.

• Measuring Impact in a Complex Ecosystem: Accurately attributing changes in adoption, retention, and expansion to specific initiatives within a multi-product platform.

• Navigating Remote Collaboration: Maintaining strong alignment, clear communication, and a cohesive team culture across geographically dispersed teams and time zones.

• Influencing Roadmaps: Effectively advocating for adoption-focused initiatives and influencing product roadmaps against competing feature development priorities.

Learning & Development Opportunities:

• Deep Dive into SaaS Growth: Gain extensive experience in product-led growth, customer lifecycle optimization, and advanced SaaS analytics within a hyper-growth environment.

• Strategic Leadership: Develop skills in setting strategic direction, influencing senior leadership, and driving complex, cross-functional initiatives at a Director level.

• Platform Dynamics: Deepen understanding of building and scaling complex technology platforms, microservices architecture, and AI-driven business solutions.

• Industry Exposure: Opportunity to engage with cutting-edge technologies and strategies in the SMB SaaS and business operations space.

• Mentorship: Potential to be mentored by and collaborate with experienced leaders in product, strategy, and operations within a rapidly scaling company.

📝 Enhancement Note: The challenges are inherent to a high-growth SaaS company operating at scale. Overcoming them presents significant opportunities for professional development in strategic leadership, data-driven decision-making, and cross-functional influence.

💡 Interview Preparation

Strategy Questions:

• "How would you define and measure 'product adoption' for a platform like HighLevel, considering its diverse customer base and feature set?"

• "Describe a time you identified a significant product adoption gap. What was your process for analysis, what insights did you uncover, and what strategic recommendations did you make?"

• "How would you prioritize product adoption initiatives when faced with limited engineering resources and competing product roadmap priorities?"

• "Imagine a new feature is launched, but adoption rates are low. What steps would you take to diagnose the problem and drive adoption?"

• "How do you balance the need for deep data analysis with the need for rapid iteration and strategic decision-making in a fast-paced environment?" Company & Culture Questions:

• "What interests you about HighLevel's mission and its position in the market?"

• "How do you approach influencing product roadmaps and senior stakeholders without direct authority?"

• "Describe your experience working in a remote-first or globally distributed team. What strategies do you use to ensure effective collaboration?"

• "How do you stay updated on the latest trends in product adoption, growth, and SaaS strategy?"

• "What are your expectations for team culture and collaboration in a remote environment?" Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, follow a clear story arc: Problem -> Your Role/Approach -> Analysis/Insights -> Solution -> Quantifiable Results -> Key Learnings.

• Quantify Everything: Use numbers and metrics to demonstrate the impact of your work. Be specific about percentages, revenue impact, or efficiency gains.

• Visualize Data: If possible, use charts or graphs to illustrate key data points and trends. Keep slides clean and focused.

• Focus on Your Contribution: Clearly articulate what you did, not just what the team achieved. Highlight your strategic thinking and analytical skills.

• Be Prepared for Deep Dives: Anticipate questions about your methodology, assumptions, and the nuances of your projects. Be ready to discuss alternative approaches and potential risks.

• Connect to HighLevel: Whenever possible, frame your examples in a way that demonstrates relevance to HighLevel's business, product, and customer base.

📝 Enhancement Note: Preparation should focus on demonstrating a blend of strategic thinking, analytical prowess, and the ability to drive measurable results through cross-functional influence. Candidates should be ready to articulate their process, quantify their impact, and connect their experience to HighLevel's specific context.

📌 Application Steps

To apply for this Director, Product Strategy & Operations position:

• Submit your application through the provided application link on Lever.

• Portfolio Customization: Curate your resume and portfolio to prominently feature your experience in product adoption, growth strategies, and data analysis. Prepare 2-3 detailed case studies showcasing quantifiable impact on activation, engagement, retention, or revenue.

• Resume Optimization: Ensure your resume clearly highlights your 12+ years of experience, leadership accomplishments, and proficiency in relevant operations and product strategy domains. Use keywords from the job description naturally.

• Interview Preparation: Practice articulating your experience using the STAR method (Situation, Task, Action, Result) and prepare for case study presentations. Research HighLevel's product suite, target market, and recent company news.

• Company Research: Understand HighLevel's mission, values, and the challenges faced by SMBs and agencies. Consider how your experience aligns with their remote-first culture and focus on "speed and ownership."

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.