Principal Product Manager – Voice 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 Voice AI.

• Oversee the entire Voice AI lifecycle, which includes agent creation, prompts, model and voice selection, knowledge, actions, testing, deployment, routing, calling, transfers, analytics, permissions, APIs, billing, and optimization.

• Establish product principles for agent responses, clarifications, knowledge retrieval, actions, transfers, follow-ups, and call completions.

• Convert customer and platform challenges into strategic decisions, product specifications, system models, roadmaps, quality benchmarks, and success criteria.

• Collaborate with Engineering and AI leadership on streaming, speech, voice, LLM orchestration, retrieval, latency, reliability, model selection, and cost management.

• Work alongside Phone System and infrastructure teams regarding routing, provisioning, carriers, Twilio, LC Phone, recording, transfers, forwarding, voicemail, and telephony failures.

• Establish evaluation and release frameworks for models, prompts, voices, retrieval, actions, routing, and infrastructure adjustments.

• Define expectations for production services and operational metrics for Voice AI.

• Collaborate with Design to streamline agent creation, configuration, testing, deployment, debugging, analytics, optimization, and reuse.

• Enhance Voice AI integrations with Contacts, Conversations, Calendars, Workflows, Opportunities, Knowledge Base, Payments, Phone System, and Reporting.

• Specify multi-agent transfers, human transfers, context handoffs, fallback behaviors, and post-call outputs.

• Develop observability and debugging tools that reveal call state, latency, transcripts, retrieved knowledge, model behaviors, tool calls, actions, transfers, carrier errors, and execution timelines.

• Define funnel instrumentation and metrics that encompass creation, testing, deployment, live calls, successful actions, usage, business outcomes, retention, and expansion.

• Collaborate with Legal, Compliance, Trust, and Security on consent, disclosures, recording, data processing, retention, fraud prevention, abuse, and safeguards.

• Partner with Product Marketing on positioning, use cases, differentiation, education, templates, launches, and agency enablement.

• Work with Support and agency-facing teams to decrease setup friction, enhance deployment quality, and minimize support demands.

• Collaborate with Finance and Revenue Experience on pricing, usage, overages, rebilling, costs, margins, budget protection, and commercial limits.

• Lead strategy across the broader AI Employee portfolio.

• Assess external models, voice providers, telephony vendors, infrastructure components, and strategic partnerships.

• Serve as a senior product thought partner for Product, Engineering, Design, Data, GTM, Finance, Legal, and executive leadership.

• Mentor PMs and elevate product strategy, AI evaluation, systems thinking, and decision-making quality.

⛳️ Requirements

• 12+ years of product management experience in complex B2B SaaS, Voice AI, conversational AI, communications, contact-center, telephony, CRM, workflow automation, or AI-agent products.

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

• Proven track record of defining strategy across multiple teams and achieving sustained customer and commercial outcomes.

• Experience developing or managing production AI-agent systems that interact with real customers and execute actions in business workflows.

• Strong understanding of dependable production calling products versus voice demonstrations.

• Technical fluency in various areas including speech-to-text, automatic speech recognition, text-to-speech, voice models, streaming audio, voice activity detection, turn detection, interruption handling, noise and echo cancellation, LLM orchestration, function calling, context management, RAG, APIs, webhooks, telephony, PSTN, SIP, carrier infrastructure, latency, reliability, observability, and cost.

• Strong judgment regarding testing, scoring, monitoring, debugging, and enhancing voice agents in production.

• Comprehensive systems thinking across phone infrastructure, AI models, voices, prompts, CRM data, calendars, workflows, actions, permissions, reporting, compliance, and billing.

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

• Experience with multi-tenant SaaS and agencies, franchises, resellers, or multi-location businesses.

• Strong customer instincts and a willingness to personally review recordings, transcripts, traces, failed calls, implementation challenges, and support data.

• Commercial judgment regarding activation, retention, packaging, usage-based pricing, provider cost, telephony expenses, gross margin, and partner economics.

• Capacity to balance caller experience, latency, accuracy, reliability, extensibility, compliance, and cost.

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

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

• High ownership, intellectual honesty, and execution velocity in a remote-first, high-context environment.

🏝️ Benefits

• Remote-first work environment.

• Opportunity to learn the complexities of scaling a B2B SaaS startup.

• Chance to develop impactful products.

• Well-funded and profitable company.

• Lean principles allowing products to reach the market in weeks instead of quarters.

• Dynamic work environment.

• Focus on team well-being.

• Culture of continuous and iterative improvement.