Principal Product Manager – Conversation AI

This is a fully remote position, open to applicants in India.

📋 Description

• Define and guide the long-term vision, strategy, roadmap, and architecture for HighLevel Conversation AI.

• Take ownership of the entire Conversation AI system, which encompasses agent creation, prompts, knowledge, actions, visual flows, channel deployment, routing, testing, monitoring, permissions, templates, APIs, and lifecycle management.

• Establish foundational principles for AI responses, actions, transfers, follow-ups, and human handovers.

• Cultivate a deep understanding of agencies, SMBs, multi-location businesses, and industries that are heavily reliant on conversations.

• Analyze customer conversations, AI failures, support tickets, configurations, implementation hurdles, and overall customer outcomes.

• Convert customer and platform challenges into strategic options, requirements, decision documents, system models, roadmaps, and success criteria.

• Collaborate with Engineering and AI leadership on LLM orchestration, model selection, context management, tool invocation, retrieval, latency, reliability, evaluation, observability, data architecture, and cost considerations.

• Develop evaluation frameworks and set standards for testing and releasing AI systems.

• Work alongside Design to enhance agent discovery, creation, configuration, training, testing, deployment, debugging, optimization, and reuse.

• Enhance integrations with Contacts, Conversations, Calendars, Workflows, Opportunities, Payments, Knowledge Base, Custom Fields, Custom Objects, and Reporting.

• Define multi-agent platform models, routing priorities, context preservation, and human handover processes.

• Create observability and debugging experiences for context, model responses, retrieved knowledge, tool calls, latency, errors, and execution timelines.

• Establish product-funnel instrumentation that encompasses creation, training, testing, deployment, usage, outcomes, retention, and expansion.

• Make decisions that involve privacy, data retention, access controls, consent, opt-outs, sensitive information, channel policies, model behavior, and abuse prevention.

• Collaborate with Product Marketing, Support, Implementation, Account Management, Affiliates, Finance, and Revenue Experience on positioning, adoption, implementation, pricing, costs, margins, and product limitations.

• Shape the strategy across HighLevel's wider AI Employee organization and work with Product, Engineering, Design, Data, GTM, and executive leadership.

• Mentor PMs to enhance product thinking, AI evaluation, strategy, and decision-making throughout the organization.

⛳️ Requirements

• Over 12 years of product management experience with complex B2B SaaS, AI-agent, communications, CRM, workflow automation, customer support, or platform products.

• Experience in roles such as Principal PM, Staff PM, Lead PM, product founder, or a comparable senior individual contributor position.

• Proven track record of defining product strategy across multiple teams and achieving sustained business outcomes.

• Strong grasp of AI-agent product design and reliable execution of business tasks.

• Experience in conversational AI, AI agents and tool usage, customer service automation, CRM and customer communications, workflow automation, knowledge retrieval/RAG, developer platforms, messaging, or contact center products.

• Technical proficiency in LLM behavior, retrieval, orchestration, APIs, data models, latency, evaluation, observability, reliability, and model economics.

• Sound judgment regarding AI quality, trust, testing, monitoring, debugging, and production enhancements.

• Strong systems thinking in relation to conversations, contacts, calendars, workflows, opportunities, knowledge, permissions, billing, analytics, and channel infrastructure.

• Capability to differentiate between AI demonstrations and safe, dependable products operating across millions of interactions.

• Experience in simplifying technically complex systems for non-technical users.

• Solid understanding of multi-tenant SaaS and familiarity with agencies, franchises, multi-location businesses, or reseller ecosystems.

• Strong customer instincts and a proactive approach to analyzing conversations, logs, support issues, implementation challenges, and product data.

• Commercial awareness regarding adoption, packaging, pricing, retention, AI costs, gross margins, and partner economics.

• Ability to influence senior stakeholders and multiple teams without direct reporting authority.

• Excellent written communication skills for strategy documents, product requirements, architectural decisions, evaluation plans, executive updates, and launch narratives.

• High ownership, intellectual honesty, execution velocity, and comfort in making difficult prioritization decisions in a remote-first setting.

• Bonus experience with production AI agents, LLM orchestration, function calling, memory, model routing, multi-agent systems, RAG, evaluation systems, messaging infrastructure, appointment scheduling, workflow automation, APIs, webhooks, marketplaces, agency/SMB products, and AI pricing or cost management.

🏝️ Benefits

• Remote-first work environment

• Opportunity to learn the intricacies of scaling a B2B SaaS startup

• Chance to develop impactful products

• Well-funded and profitable company

• Equal Opportunity Employer