Principal Product Manager - Voice AI

Role Description

For most SMBs, the phone remains one of the highest-intent customer channels. A call may represent a new lead, an urgent service request, a customer trying to book an appointment, a patient looking for help, a buyer asking a final question, or an existing customer who needs immediate support. When the call goes unanswered, the opportunity is often lost.

Most SMBs cannot staff every phone line, department, location, and language around the clock. Traditional IVRs frustrate callers, outsourced answering services lack business context, and human teams spend significant time handling repetitive conversations. HighLevel's Voice AI product is designed to change that.

Voice AI enables businesses to deploy intelligent phone agents that can:

• Answer inbound calls
• Initiate outbound calls
• Understand caller intent
• Hold natural conversations
• Answer questions from business knowledge
• Qualify leads
• Collect structured information
• Book appointments
• Trigger workflows
• Interact with external systems
• Route callers between specialised AI agents
• Transfer calls to humans
• Complete follow-up actions

We are hiring a Principal Product Manager to define and lead the next generation of this platform. This person will own the long-term product strategy, architecture, quality bar, evaluation system, commercial model, and operating metrics required to make Voice AI dependable across millions of real-world phone conversations.

This is not a prompt-management or chatbot-feature role. It is a senior individual-contributor product leadership role requiring deep systems thinking across AI, voice, telephony, automation, CRM, reliability, compliance, and business outcomes. You will influence multiple product and engineering teams, make platform-level trade-offs, and establish Voice AI as one of the most trusted and commercially important products in the HighLevel ecosystem.

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 operating 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 areas including speech-to-text, text-to-speech, streaming audio, and telephony.
• Strong judgment around AI evaluation.
• Strong systems thinking.
• Experience simplifying technically sophisticated systems for non-technical customers.
• Experience working with multi-tenant SaaS and the operational requirements of agencies, franchises, resellers, or multi-location businesses.
• Strong customer instincts.
• Commercial judgment across activation, retention, packaging, and pricing.
• Ability to make difficult trade-offs between caller experience, latency, accuracy, reliability, extensibility, compliance, and cost.
• Ability to influence senior stakeholders and multiple teams without relying on direct reporting authority.
• Excellent written communication.
• High ownership, intellectual honesty, and execution velocity in a remote-first, high-context environment.

Requirements

• 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, Google, OpenAI, Amazon Connect, or similar technologies.
• Experience with PSTN, SIP, WebRTC, IVR, call routing, and carrier failure modes.
• Experience building real-time systems with strict latency and availability requirements.
• Experience designing agent tools, function calling, or external API execution.
• Experience building automated evaluation systems.
• Experience with appointment scheduling, lead qualification, or service-dispatch products.
• Experience supporting multilingual speech recognition and synthesis.
• Experience with consent, AI disclosure, call recording, or communications-platform abuse prevention.
• Experience building APIs, webhooks, developer platforms, or partner ecosystems.
• Experience building products for agencies, SMBs, or multi-location operators.
• Familiarity with metrics such as call answer rate, connection rate, and retention.

Benefits

• Exciting and dynamic work environment.
• Collective responsibility where no task is considered someone else's job.
• Focus on providing value to users through swift solutions.
• Opportunity to learn the intricacies of scaling a B2B SaaS startup.
• Well-funded and profitable company.

EEO Statement

The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status.