Principal Product Manager - Conversation AI

The role

You will own the long-term product strategy, roadmap and architecture for HighLevel Conversation AI. The role covers AI agents that answer questions, qualify leads, book appointments and hand off to humans across messaging channels.

What you will do

• Define and drive the long-term product vision, strategy, roadmap and architecture for HighLevel Conversation AI.
• Own the complete Conversation AI system, including agent creation, prompts, knowledge, actions, visual flows, channel deployment, routing, testing, monitoring and APIs.
• Establish product principles for when an agent should answer, ask a clarifying question, take an action, transfer, follow up or hand off to a human.
• Review real customer conversations, AI failures, support tickets and agent configurations to understand agencies, SMBs and conversation-heavy industries.
• Partner with Engineering and AI leadership on LLM orchestration, model selection, retrieval, latency, reliability, evaluation and cost.
• Build a scalable evaluation framework covering grounded accuracy, action accuracy, safety, escalation quality and business outcomes.
• Define testing and release standards for changes to models, prompts, retrieval, agent tools and routing logic.
• Simplify the agent lifecycle with Design, from discovery and creation through testing, deployment and optimisation.
• Own product decisions on privacy, data retention, consent, opt-outs, sensitive information and abuse prevention.
• Partner with Product Marketing, Finance and Support on positioning, packaging, pricing, AI costs and implementation friction.

Required qualifications

• 12+ years of product management experience owning complex B2B SaaS, AI-agent, communications, CRM, workflow-automation, customer-support or platform products.
• Prior experience as a Principal PM, Staff PM, Lead PM, product founder or equivalent senior individual contributor.
• Evidence of defining product strategy across multiple teams and delivering sustained business outcomes.
• Strong understanding of AI-agent product design, including dependable execution of business tasks.
• Experience with one or more of: conversational AI, AI agents and tool use, customer-service automation, CRM and customer communications, workflow automation, knowledge retrieval and RAG, developer pla
• Technical fluency to make credible decisions with engineering teams on LLM behaviour, retrieval, APIs, data models, latency, evaluation and model economics.
• Strong judgment on AI quality and trust, including how AI systems are tested, monitored and debugged in production.
• Strong systems thinking across conversations, contacts, calendars, workflows, knowledge, permissions, billing and analytics.
• Experience simplifying technically sophisticated systems for non-technical customers.
• Strong understanding of multi-tenant SaaS and the needs of agencies, franchises, multi-location businesses or reseller ecosystems.
• Commercial judgment across adoption, packaging, pricing, retention, AI costs and gross margin.
• Excellent written communication for strategy documents, requirements, trade-off decisions and executive updates.

Nice to have

• Experience building production AI agents that use tools, APIs, workflows or structured actions.
• Experience with LLM orchestration, function calling, context management, memory, model routing or multi-agent systems.
• Experience building RAG or knowledge platforms involving embeddings, vector retrieval, re-ranking and source attribution.
• Experience building AI evaluation systems using test datasets, simulations, human review and production telemetry.
• Experience with messaging channels such as SMS, email, WhatsApp, Facebook Messenger, Instagram messaging or web chat.
• Experience with appointment scheduling, lead qualification or sales-assistant products.
• Experience with workflow automation products, APIs, webhooks or partner ecosystems.
• Experience with AI usage-based pricing, model cost management, subscription packaging or rebilling.

Benefits

• Remote-first work environment.
• Well-funded and profitable company.
• Focus on team well-being.
• Opportunity to learn how to scale a B2B SaaS startup.

Before you apply

• The company is an Equal Opportunity Employer and invites voluntary demographic information.

About the company

HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. It supports SMBs across 150+ countries and has over 2,000 team members across 10+ countries.