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Principal Product Manager - Conversation AI

11 hours, 40 minutes ago
India
Lead
AI (Artificial Intelligence)
Artificial Intelligence and Machine Learning
CRM
Apply Now
HighLevel

HighLevel

HighLevel provides an all-in-one sales and marketing platform that agencies can white label and resell, offering tools and resources designed to help businesses consolidate their marketing efforts and achieve their growth objectives.

Internet Software & Services
251-1K
Founded 2018
$60M raised
View All Jobs 84

Description

  • Define the long-term product vision, strategy, roadmap, and architecture for Conversation AI.
  • Own the end-to-end Conversation AI system, including agent creation, prompts, knowledge, actions, routing, testing, monitoring, permissions, templates, APIs, and lifecycle management.
  • Establish product principles for when the AI should respond, clarify, act, transfer, follow up, or escalate to a human.
  • Translate customer and platform problems into product requirements, decision documents, system models, phased roadmaps, and success metrics.
  • Partner with Engineering and AI leadership on LLM orchestration, retrieval, latency, reliability, evaluation, observability, data architecture, and cost.
  • Build a scalable evaluation framework for accuracy, safety, escalation quality, conversation quality, and business outcomes.
  • Define testing and release standards for changes to models, prompts, retrieval, tools, routing logic, and conversation behavior.
  • Improve integrations with core HighLevel products such as Contacts, Conversations, Calendars, Workflows, Opportunities, Payments, Knowledge Base, and Reporting.
  • Develop observability and debugging experiences for conversations, model responses, knowledge retrieval, tool calls, errors, and execution timelines.
  • Partner with Design, Product Marketing, Support, Implementation, Finance, and other teams to improve usability, positioning, pricing, and customer outcomes.

Requirements

  • 12+ years of product management experience owning complex B2B SaaS, AI-agent, communications, CRM, workflow automation, customer-support, or platform products.
  • Prior experience as a Principal PM, Staff PM, Lead PM, product founder, or equivalent senior individual contributor.
  • Demonstrated ability to define product strategy across multiple teams and deliver sustained business outcomes.
  • Strong understanding of AI-agent product design and dependable execution of business tasks.
  • Experience with conversational AI, AI agents and tool use, customer-service automation, CRM/customer communications, workflow automation, knowledge retrieval and RAG, developer platforms, or messaging/contact-centre products.
  • Technical fluency in LLM behavior, retrieval, orchestration, APIs, data models, latency, evaluation, observability, reliability, and model economics.
  • Strong judgment around AI quality, trust, testing, monitoring, debugging, and production improvement.
  • Strong systems thinking across conversations, contacts, calendars, workflows, opportunities, knowledge, permissions, billing, analytics, and channel infrastructure.
  • Experience simplifying technically sophisticated systems for non-technical customers.
  • Experience in multi-tenant SaaS and with agencies, franchises, multi-location businesses, or reseller ecosystems.
  • Strong customer instincts and willingness to review 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 teams without direct authority.
  • Excellent written communication for strategy docs, requirements, trade-offs, evaluation plans, executive updates, and launch narratives.
  • High ownership, intellectual honesty, execution velocity, and comfort making difficult prioritization decisions.
  • Bonus: production AI agents that use tools, APIs, workflows, or structured actions.
  • Bonus: LLM orchestration, prompt/policy layers, function calling, context management, memory, model routing, agent planning, or multi-agent systems.
  • Bonus: RAG or knowledge platforms with embeddings, vector retrieval, re-ranking, source attribution, freshness, and evaluation.
  • Bonus: AI evaluation systems using test datasets, simulations, human review, telemetry, and business-outcome measurement.
  • Bonus: experience with messaging channels such as SMS, email, WhatsApp, Facebook Messenger, Instagram messaging, web chat, or contact-centre software.
  • Bonus: experience with appointment scheduling, lead qualification, customer support, or sales-assistant products.
  • Bonus: workflow automation products similar to Zapier, Make, HubSpot Workflows, Salesforce Flow, or journey builders.
  • Bonus: APIs, webhooks, developer tools, reusable templates, marketplaces, or partner ecosystems.
  • Bonus: products for agencies, SMBs, franchises, local businesses, or multi-location operators.
  • Bonus: AI usage-based pricing, model cost management, gross-margin optimization, subscription packaging, rebilling, or fair-use controls.
  • Bonus: familiarity with metrics like grounded-answer accuracy, containment rate, escalation rate, action success rate, booking conversion, response latency, reliability, cost per successful outcome, retention, and support-ticket rate.

Benefits

  • Remote-first global work environment.
  • Opportunity to work at a well-funded and profitable company.
  • Chance to build impactful products for a large-scale B2B SaaS platform.
  • Fast-moving culture that ships products in weeks rather than quarters.
  • Strong focus on continuous improvement and testing ideas before launch.
  • Environment that prioritizes employee well-being.
  • Exposure to scaling a B2B SaaS startup and working on products with real customer impact.

Interested in this position?

Apply directly on the company website

Apply Now

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