Principal Product Manager – Knowledge Bases, Ask AI

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

📋 Description

• Define and steer the long-term vision, strategy, roadmap, and platform architecture for HighLevel Knowledge Bases and Ask AI.

• Take complete ownership of the Ask AI experience encompassing chat, voice, memory, templates, tools, actions, agents, permissions, approvals, auditability, usage, and lifecycle management.

• Manage the Knowledge Base platform, focusing on ingestion, parsing, embeddings, indexing, retrieval, citations, freshness, testing, permissions, and observability.

• Develop product principles for answers, retrieval, planning, tool selection, agent invocation, approvals, actions, failures, and results.

• Create a unified context model that includes identity, permissions, business profile, memory, Knowledge Bases, CRM data, configuration, and tool outputs.

• Review AI conversations, tool traces, retrieval results, feedback, support tickets, ingestion failures, incorrect answers, and unsuccessful actions.

• Collaborate with AI, engineering, platform, infrastructure, design, security, legal, privacy, trust, marketing, support, finance, and executive teams.

• Establish evaluation architecture, test datasets, quality metrics, instrumentation, observability, debugging, and governance.

• Create onboarding models and shared agreements for product teams contributing actions, templates, skills, artifacts, and agents.

• Define the architecture of the Knowledge Base, quality-management workflows, distribution models, and customer experiences.

• Build a competitive understanding and assess external models, retrieval technologies, document-processing systems, vector databases, browsers, and partnerships.

• Influence strategy across Conversation AI, Voice AI, Agent Studio, Workflow AI, CRM, automation, communications, commerce, and the broader platform.

• Mentor PMs and enhance AI product strategy, platform thinking, evaluation, and decision-making quality.

⛳️ Requirements

• 12+ years of product management experience with complex B2B SaaS, AI-assistant, enterprise-search, knowledge-management, workflow-automation, CRM, developer-platform, or AI-agent products.

• Previous experience as a Principal PM, Staff PM, Lead PM, product founder, or similar senior individual contributor for a platform critical to business success.

• Proven ability to define strategy across multiple teams while achieving sustained customer and commercial outcomes.

• Experience in creating production AI products that integrate answers, context, tools, workflows, and actions.

• In-depth understanding of grounded answers, retrieval quality, final-answer quality, agentic operating systems, production reliability, and model intelligence.

• Technical proficiency in areas such as retrieval-augmented generation, document ingestion and parsing, chunking, embeddings, vector search, hybrid retrieval, metadata filtering, query rewriting, re-ranking, source attribution, structured-data retrieval, knowledge freshness, LLM orchestration, tool/function calling, agent routing, context management, memory systems, evaluation, observability, APIs, and webhooks.

• Strong judgment regarding AI evaluation and testing of retrieval, answers, plans, tools, actions, artifacts, and memory.

• Comprehensive systems thinking encompassing identity, permissions, agency and location context, CRM data, Knowledge Bases, memory, tools, workflows, billing, and reporting.

• Experience in designing products where AI alters business data or performs significant actions.

• Intuitive understanding of permissions, approvals, auditability, reversibility, sensitive information, and customer trust.

• Ability to simplify technically complex systems for non-technical users.

• Familiarity with multi-tenant SaaS and experience with agencies, resellers, franchises, enterprises, or multi-location businesses.

• Strong customer instincts and a readiness to examine retrieval outputs, AI conversations, tool traces, failures, support issues, and user configurations.

• Excellent analytical skills to differentiate between model, retrieval, tool, UX, and expectation failures.

• Commercial acumen in activation, retention, packaging, usage-based pricing, infrastructure cost, AI cost, gross margin, and ecosystem economics.

• Ability to influence several senior teams without direct reporting authority.

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

• High ownership, intellectual honesty, execution velocity, and comfort with challenging prioritization decisions in a remote-first, high-context environment.

🏝️ Benefits

• Remote-first work environment.

• Opportunity to gain insights into scaling a B2B SaaS startup.

• Chance to develop products that have a significant impact on customers.

• Well-funded and profitable organization.

• Equal Opportunity Employer.