Principal Product Manager - Knowledge Bases & Ask AI

The role

You will own the long-term product strategy for HighLevel Knowledge Bases and Ask AI. This includes the architecture, quality systems, governance, metrics and commercial strategy for the platform.

What you will do

• Define and drive the long-term product vision, strategy, roadmap and platform architecture for HighLevel Knowledge Bases and Ask AI.
• Own the complete Ask AI experience, including chat, voice, memory, templates, artefacts, scheduled tasks, tools, actions, agent routing, permissions, approvals and auditability.
• Own the Knowledge Base platform across ingestion, parsing, chunking, embeddings, indexing, retrieval, citations, freshness, testing and observability.
• Partner with AI and engineering leadership on LLM orchestration, model routing, retrieval, evaluation, latency and cost.
• Define an evaluation architecture covering Ask AI responses, retrieval, memory, tool selection, action accuracy, latency and cost.
• Partner with Security, Legal and Privacy teams on data isolation, access control, memory, browser automation, sensitive data and audit logs.
• Define instrumentation and quality and outcome metrics across the Ask AI funnel.
• Partner with Finance on packaging, pay-per-use pricing, cost controls and gross margin.
• Act as a senior product thought partner and mentor PMs across the organisation.

Required qualifications

• 12+ years of product management experience owning complex B2B SaaS, AI-assistant, enterprise-search, knowledge-management, workflow-automation, CRM, developer-platform 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 platform.
• Evidence of defining strategy across multiple teams and delivering sustained customer and commercial outcomes.
• Experience building production AI products that combine answers, context, tools, workflows and actions.
• Technical fluency across several areas, such as retrieval-augmented generation, embeddings, vector search, LLM orchestration, tool calling, memory systems, evaluation and APIs.
• Strong judgment around AI evaluation and systems thinking across identity, permissions, CRM data, Knowledge Bases, tools, billing and reporting.
• Experience designing products where AI can change business data or execute consequential actions.
• Experience simplifying technically sophisticated systems for non-technical users.
• Experience with multi-tenant SaaS and the operational needs of agencies, resellers, franchises or multi-location businesses.
• Strong analytical capability to separate model, retrieval, tool, UX and expectation failures.
• Commercial judgment across activation, retention, packaging, usage-based pricing and gross margin.
• Excellent written communication for strategy documents, architectural decisions, evaluation plans and executive updates.

Nice to have

• Experience building an AI copilot, enterprise assistant, CRM assistant, browser agent or natural-language interface for a complex software platform.
• Experience building enterprise-search or knowledge-management products.
• Experience with dense and sparse retrieval, hybrid retrieval, re-ranking and citations.
• Experience building ingestion pipelines for websites, PDFs, Word documents, cloud drives, tables and APIs.
• Experience with agent-tool ecosystems using function calling, MCP, plugins or workflow nodes.
• Experience with permission-aware AI systems, approval workflows, audit logs or undo.
• Experience building for agencies, SMBs, franchises, local businesses or multi-location operators.
• Experience with AI usage-based pricing, inference cost management or gross-margin optimisation.

Benefits

• Remote-first work across 10+ countries
• Lean, fast-moving product culture with ownership
• Well-funded and profitable company

Before you apply

• The posting states the role is remote.

About the company

HighLevel is an AI-powered business operating system for agencies, entrepreneurs and SMBs, supporting over 1 million businesses across 150+ countries. The company has more than 2,000 team members and operates as a global, remote-first organisation.