Principal Product Manager - Voice AI

The role

Define and lead the long-term product strategy, architecture, quality bar and commercial model for HighLevel Voice AI. Own the full lifecycle of AI phone agents, from creation and testing to deployment, routing, analytics and optimisation.

What you will do

• Define and drive the long-term vision, strategy, roadmap and platform architecture for HighLevel Voice AI.
• Own the complete Voice AI lifecycle, including agent creation, voice and model selection, testing, deployment, phone routing, transfers, analytics, APIs, billing and optimisation.
• Establish product principles for when a Voice AI agent should answer, retrieve knowledge, take an action, transfer or end a call.
• Personally review call recordings, transcripts, latency traces, failed calls and support tickets.
• Partner with engineering and AI leadership on streaming architecture, latency, reliability, model selection and cost.
• Partner with Phone System and infrastructure teams on call routing, carrier integrations and telephony failure modes.
• Establish a scalable evaluation and release framework for model, prompt, voice, retrieval, action and infrastructure changes.
• Define production service expectations for call answer rates, latency, audio quality, uptime and action reliability.
• Define instrumentation across the full funnel and operational metrics for inbound and outbound Voice AI.
• Partner with Legal, Compliance, Trust and Security on consent, disclosures, recording, data processing and outbound calling.

Required qualifications

• 12+ years of product management experience owning complex B2B SaaS, Voice AI, conversational AI, communications, contact-centre, telephony, CRM, workflow-automation or AI-agent products.
• Prior experience as a Principal PM, Staff PM, Lead PM, product founder or equivalent senior individual contributor responsible for a business-critical product or platform.
• Evidence of defining strategy across multiple teams and delivering sustained customer and commercial outcomes.
• Experience building or operating production AI-agent systems that interact with real customers and take actions inside business workflows.
• Strong understanding of the difference between an impressive voice demonstration and a reliable production calling product.
• Technical fluency across several of: speech-to-text, text-to-speech, streaming audio, turn detection, barge-in handling, LLM orchestration and function calling, RAG, APIs and webhooks, telephony (PSTN
• Strong judgment around AI evaluation, including how voice agents should be tested, scored, monitored and improved in production.
• Strong systems thinking across phone infrastructure, AI models, CRM data, calendars, workflows, permissions, reporting, compliance and billing.
• Experience simplifying technically sophisticated systems for non-technical customers.
• Experience working with multi-tenant SaaS and the operational needs of agencies, franchises, resellers or multi-location businesses.
• Commercial judgment across activation, retention, packaging, usage-based pricing, provider cost, telephony cost and gross margin.
• Excellent written communication, including strategy documents, product requirements, evaluation plans and executive updates.

Nice to have

• Experience building production voice agents, contact-centre AI, automated receptionists, sales dialers or customer-service voice automation.
• Experience with voice and AI platforms such as Twilio, ElevenLabs, Deepgram, OpenAI, Anthropic, Amazon Connect, Genesys or similar.
• Experience with PSTN, SIP, WebRTC, IVR, call routing, number provisioning, recording and carrier failure modes.
• Experience building real-time systems with strict latency and availability requirements.
• Experience designing agent tools, function calling, MCP integrations or external API execution.
• Experience building automated evaluation systems using synthetic callers, human review and production telemetry.
• Experience with multilingual speech recognition and synthesis, localisation or voice cloning.
• Experience with consent, AI disclosure, call recording, opt-out management or communications-platform abuse prevention.
• Experience building for agencies, SMBs, franchises or multi-location operators.
• Experience with per-minute communication pricing, provider routing, model cost management or rebilling.

Benefits

• Remote-first organization across 10+ countries.
• Well-funded and profitable company.
• Focus on team well-being.
• Opportunity to learn the intricacies of scaling a B2B SaaS company.

Before you apply

• The posting includes an Equal Opportunity Employer statement and invites voluntary demographic information that does not affect application status.

About the company

HighLevel is an AI-powered business operating system serving agencies, entrepreneurs and SMBs in 150+ countries. It has over 2,000 team members across 10+ countries and supports more than 1 million businesses.