Staff Product Manager – Voice AI

The role

You will own the strategy, roadmap and quality bar for HighLevel's VoiceAI product. The product lets businesses run AI voice agents that answer inbound calls, book appointments and make outbound follow-up calls.

What you will do

• Define and drive the product vision, roadmap and success metrics for VoiceAI.
• Own the full VoiceAI product surface, including inbound and outbound calling, agent setup, call logs, summaries, transcripts and workflow integrations.
• Understand customer use cases across agencies, SMBs and high-call-volume verticals.
• Write PRDs, user stories, acceptance criteria, launch plans and success metrics.
• Partner with engineering on telephony, LLM behavior, latency, call routing and scalability.
• Work with design to simplify agent setup, testing, debugging and call review.
• Build integrations between VoiceAI and Contacts, Conversations, Calendars, Workflows, Opportunities, Payments and Knowledge Base.
• Improve agent quality through prompts, guardrails, evaluation and customer feedback loops.
• Define instrumentation and metrics for activation, booking rate, escalation rate, revenue and retention.
• Own compliance-sensitive decisions on outbound calling, consent, KYC, call recording and data handling.

Required qualifications

• 8 to 12 years of product management experience.
• Experience owning complex B2B SaaS, AI, communication, automation, CRM or platform products.
• Prior experience as a Staff PM, Principal PM, Lead PM or equivalent senior IC role.
• Strong product judgment in AI-driven user experiences where reliability, trust, latency and outcome quality matter.
• Deep fluency in at least one area: voice AI, contact center software, telephony, conversational AI, workflow automation, CRM, customer communications, AI agents or developer platforms.
• Technical enough to work credibly with engineering on LLM behavior, APIs, webhooks, telephony, latency and observability.
• Strong systems thinking across contacts, calendars, conversations, workflows, billing, permissions and reporting.
• Strong analytical ability to define metrics and diagnose funnel drop-offs.
• High ownership and execution velocity in a fast-growth, remote-first environment.
• Excellent written and asynchronous communication skills.

Nice to have

• Experience building AI agents, voice bots, virtual receptionists, IVR or contact center automation.
• Experience with speech-to-text, text-to-speech, LLM orchestration, RAG or AI quality evaluation.
• Experience with Twilio, SIP, call routing, call recording, number provisioning, A2P/10DLC or telecom compliance.
• Experience building workflow automation products.
• Experience with appointment-heavy verticals such as home services, healthcare, legal, real estate or financial services.
• Experience with marketplace templates, public APIs, developer platforms or partner ecosystems.
• Experience with usage-based pricing, AI cost management or gross-margin-sensitive AI products.
• Hands-on familiarity with latency, completion rate, containment rate, escalation rate and cost per successful outcome.

Before you apply

• The posting includes an EEO statement; demographic information is voluntary and does not affect application status.

About the company

HighLevel is an AI-powered business operating system for agencies, entrepreneurs and SMBs, serving businesses in 150+ countries. The company has over 2,000 team members across 10+ countries and operates as a global, remote-first organization.