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Staff Product Manager – Voice AI

23 hours, 21 minutes ago
India
Full-time
Lead
Machine Learning Engineer
Artificial Intelligence and Machine Learning
CRM LLM Microservices Twilio
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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 107

Description

  • Define and drive the product vision, roadmap, and success metrics for HighLevel VoiceAI.
  • Own the full VoiceAI product surface, including inbound and outbound calling, web voice experiences, agent setup, prompts, voice selection, call actions, testing, analytics, logs, summaries, transcripts, and workflow integrations.
  • Translate customer problems into product requirements, PRDs, user stories, acceptance criteria, launch plans, and measurable success metrics.
  • Partner with engineering on telephony architecture, LLM behavior, speech-to-text, text-to-speech, latency, call routing, retries, failure handling, observability, and scalability.
  • Collaborate with design to simplify VoiceAI setup, testing, debugging, prompt management, call review, and performance reporting.
  • Build integrations between VoiceAI and core product areas such as Contacts, Conversations, Calendars, Workflows, Opportunities, Payments, Knowledge Base, Custom Values, and AI Employee.
  • Improve AI agent quality through better prompts, guardrails, evaluation, knowledge retrieval, call simulations, QA workflows, and customer feedback loops.
  • Define instrumentation and analyze metrics across activation, call completion, booking, escalation, workflow triggers, transcript quality, revenue, retention, and support trends.
  • Partner with Product Marketing, Support, Trial Experience, Implementation, Account Management, Affiliates, RevEx, and Finance to drive activation, adoption, packaging, retention, and revenue.
  • Own compliance-sensitive decisions related to outbound calling, consent, KYC, acceptable use, timezone restrictions, call recording, transcripts, data handling, and abuse prevention.

Requirements

  • 8–12 years of product management experience, with meaningful ownership of complex B2B SaaS, AI, communication, automation, CRM, or platform products.
  • Prior experience as a Staff PM, Principal PM, Lead PM, or equivalent senior individual contributor product role.
  • Strong product judgment in AI-driven user experiences where reliability, trust, latency, and outcome quality matter.
  • Deep fluency in at least one of these areas: voice AI, contact center software, telephony, conversational AI, workflow automation, CRM, customer communications, AI agents, or developer platforms.
  • Technical fluency to work with engineering on LLM behavior, APIs, webhooks, telephony systems, latency, data pipelines, observability, model trade-offs, and scalability.
  • Strong systems thinking and the ability to connect VoiceAI with contacts, calendars, conversations, workflows, opportunities, knowledge base, billing, permissions, and reporting.
  • Clear understanding of SMB and agency-led SaaS models; experience building for agencies, local businesses, franchises, or multi-location customers is a plus.
  • Strong customer empathy and ability to turn messy real-world use cases into simple, scalable product experiences.
  • Strong analytical ability to define metrics, diagnose funnel drop-offs, interpret product usage, and separate noisy feedback from real product problems.
  • Excellent written and asynchronous communication skills, including the ability to write clear PRDs, trade-off docs, launch notes, and executive updates.
  • Comfort with fast-paced, remote-first, high-context environments and making difficult prioritization calls across customer needs, quality, revenue, technical debt, and compliance constraints.
  • Bonus experience building AI agents, voice bots, virtual receptionists, IVR systems, contact center automation, or customer support automation.
  • Bonus experience with speech-to-text, text-to-speech, LLM orchestration, RAG/knowledge retrieval, prompt evaluation, call analytics, or AI quality evaluation.
  • Bonus experience with Twilio, LC Phone-like telephony systems, SIP, call routing, call recording, voicemail, number provisioning, A2P/10DLC, KYC, or telecom compliance.
  • Bonus experience with workflow automation products such as HighLevel Workflows, Zapier, Make, HubSpot Workflows, Salesforce Flow, or customer journey builders.
  • Bonus experience with appointment-heavy verticals such as home services, healthcare/wellness, dental, legal, real estate, financial services, or local professional services.
  • Bonus experience with marketplace templates, reusable agent configurations, public APIs, developer platforms, or partner ecosystems.
  • Bonus experience with usage-based pricing, AI cost management, fair-use policies, or gross-margin-sensitive AI products.
  • Hands-on familiarity with metrics such as latency, completion rate, containment rate, escalation rate, answer rate, booking conversion, support ticket rate, P95/P99 performance, and cost per successful outcome.

Interested in this position?

Apply directly on the company website

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