Principal Product Manager - Conversation AI

Role Description

For most SMBs, a customer conversation is not merely a support interaction. It is where a lead is qualified, an appointment is booked, a customer question is resolved, a sale is advanced, or a relationship is lost. Businesses receive these conversations across SMS, email, WhatsApp, Facebook, Instagram, live chat, and other messaging channels. Customers expect immediate, accurate, and context-aware responses — but most SMB teams cannot monitor every channel around the clock. HighLevel's Conversation AI product is designed to close that gap.

Conversation AI enables businesses to deploy AI agents that can:

• Answer questions
• Nurture and qualify leads
• Collect structured information
• Book and manage appointments
• Trigger workflows
• Follow up with inactive contacts
• Route conversations between specialised agents
• Hand interactions to humans when appropriate

The product supports multiple ways of building agents — from guided forms and configurable prompts to visual conversation flows and AI-assisted agent creation. It also includes:

• Knowledge retrieval
• Multi-channel deployment
• Agent actions
• Routing
• Testing
• Analytics
• Logs
• Permissions
• Reusable snapshots
• APIs for deployment at agency scale

We are hiring a Principal Product Manager to define the next generation of this platform. This person will own the long-term product strategy for Conversation AI and establish the architecture, product principles, quality systems, operating metrics, and commercial model required to make AI agents dependable across millions of real customer interactions.

This is not a chatbot feature-management role. It is a senior individual-contributor product leadership role at the intersection of AI agents, CRM, messaging infrastructure, workflow automation, knowledge retrieval, appointment scheduling, analytics, developer platforms, and agency-led distribution. You will be expected to influence multiple product and engineering teams, make difficult platform-level trade-offs, and turn Conversation AI into one of the most valuable and trusted products in the HighLevel ecosystem.

Qualifications

• 12+ years of product management experience owning complex B2B SaaS, AI-agent, communications, CRM, workflow-automation, customer-support, or platform 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 product strategy across multiple teams and delivering sustained business outcomes - not only shipping individual features.
• Strong understanding of AI-agent product design, including the difference between language generation and dependable execution of business tasks.
• Experience working with one or more of the following:
  • Conversational AI
  • AI agents and tool use
  • Customer-service automation
  • CRM and customer communications
  • Workflow or journey automation
  • Knowledge retrieval and RAG
  • Developer platforms
  • Messaging or contact-centre products
• Technical fluency sufficient to make credible decisions with engineering teams about LLM behaviour, retrieval, orchestration, APIs, data models, latency, evaluation, observability, reliability, and model economics.
• Strong judgment around AI quality and trust — able to define how an AI system should be tested, monitored, debugged, and improved in production.
• Strong systems thinking — able to connect conversations, contacts, calendars, workflows, opportunities, knowledge, permissions, billing, analytics, and channel infrastructure into a coherent product.
• Ability to distinguish between a compelling AI demonstration and a product that can operate safely and reliably across millions of customer interactions.
• Experience simplifying technically sophisticated systems for non-technical customers.
• Strong understanding of multi-tenant SaaS and the operational requirements of agencies, franchises, multi-location businesses, or reseller ecosystems.
• Strong customer instincts and willingness to personally inspect conversations, logs, support issues, implementation problems, and product data.
• Commercial judgment across adoption, packaging, pricing, retention, AI costs, gross margin, and partner economics.
• Ability to influence senior stakeholders and multiple teams without relying on direct reporting authority.
• Excellent written communication — able to produce clear strategy documents, product requirements, architectural trade-off decisions, evaluation plans, executive updates, and launch narratives.
• High ownership, intellectual honesty, and execution velocity in a remote-first, high-context environment.
• Comfortable making difficult prioritisation decisions across customer experience, AI quality, revenue, platform extensibility, technical debt, compliance, and cost.

Requirements

• Experience building production AI agents that use tools, APIs, workflows, or structured actions — not only conversational interfaces.
• Experience with LLM orchestration, prompt and policy layers, function calling, context management, memory, model routing, agent planning, or multi-agent systems.
• Experience building RAG or knowledge platforms involving embeddings, vector retrieval, re-ranking, source attribution, freshness, and evaluation.
• Experience building AI evaluation systems using test datasets, simulations, human review, production telemetry, and business-outcome measurement.
• Experience with messaging channels and infrastructure such as SMS, email, WhatsApp, Facebook Messenger, Instagram messaging, web chat, or contact-centre software.
• Experience with appointment scheduling, service marketplaces, lead qualification, customer support, or sales-assistant products.
• Experience building workflow automation products similar to HighLevel Workflows, Zapier, Make, HubSpot Workflows, Salesforce Flow, or customer-journey builders.
• Experience with APIs, webhooks, developer tools, reusable templates, marketplaces, or partner ecosystems.
• Experience building products for agencies, SMBs, franchises, local businesses, or multi-location operators.
• Experience with AI usage-based pricing, model cost management, gross-margin optimisation, subscription packaging, rebilling, or fair-use controls.
• Familiarity with metrics such as grounded-answer accuracy, containment rate, escalation rate, action success rate, conversation completion, booking conversion, lead conversion, response latency, P95/P99 reliability, cost per successful outcome, retention, and support-ticket rate.

Benefits

• Foster an exciting and dynamic work environment driven by a passionate team.
• Collective responsibility where no task is considered someone else's job.
• Focus on providing value to users through swift delivery of solutions.
• High standard of innovation with every good idea put to the test.
• Prioritise the well-being of the team to better serve users.
• Embrace continuous and iterative improvement.
• Opportunity to learn the intricacies of scaling a B2B SaaS startup.