Principal Product Manager – Knowledge Bases, Ask AI

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HighLevel

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

💼 Consulting

📦 Logistics

☁️ SaaS

💰 Series A on 2021-11

Consulting • Logistics • SaaS

HighLevel is an all-in-one marketing and sales platform designed to help businesses grow and succeed. The platform consolidates various marketing tools into a single solution, providing features such as lead capture through landing pages, surveys, forms, and calendars, as well as tools for nurturing leads via automated messaging across multiple channels including phone, SMS, email, and social media. HighLevel offers customizable solutions like online appointment scheduling, multi-channel follow-up campaigns, and pipeline management. Additionally, businesses can build websites, funnels, and landing pages using the intuitive page builder. HighLevel supports integrating with existing systems via API, and offers a membership platform for community building and course management. The platform is targeted towards marketers and offers white-labeling options for businesses to brand the software as their own. With a community-driven development approach and award-winning support, HighLevel is focused on empowering businesses to streamline their operations and enhance their marketing efficiencies.

📋 Description

• 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 across chat, voice, memory, templates, tools, actions, agents, permissions, approvals, auditability, usage, and lifecycle management • Own the Knowledge Base platform across ingestion, parsing, embeddings, indexing, retrieval, citations, freshness, testing, permissions, and observability • Establish product principles for answers, retrieval, planning, tool selection, agent invocation, approvals, actions, failures, and results • Create a shared context model spanning identity, permissions, business profile, memory, Knowledge Bases, CRM data, configuration, and tool outputs • Inspect AI conversations, tool traces, retrieval results, feedback, support tickets, ingestion failures, incorrect answers, and failed actions • Partner with AI, engineering, platform, infrastructure, design, security, legal, privacy, trust, marketing, support, finance, and executive teams • Define evaluation architecture, test datasets, quality metrics, instrumentation, observability, debugging, and governance • Establish onboarding models and shared contracts for product teams contributing actions, templates, skills, artefacts, and agents • Define Knowledge Base architecture, quality-management workflows, distribution models, and customer experiences • Develop competitive understanding and evaluate external models, retrieval technologies, document-processing systems, vector databases, browsers, and partnerships • Influence strategy across Conversation AI, Voice AI, Agent Studio, Workflow AI, CRM, automation, communications, commerce, and the broader platform • Mentor PMs and raise AI product strategy, platform thinking, evaluation, and decision-making quality

🎯 Requirements

• 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 for a business-critical platform • Demonstrated strategy definition across multiple teams and sustained customer and commercial outcomes • Experience building production AI products combining answers, context, tools, workflows, and actions • Strong understanding of grounded answers, retrieval quality, final-answer quality, agentic operating systems, production reliability, and model intelligence • Technical fluency in several areas including retrieval-augmented generation, document ingestion and parsing, chunking, embeddings, vector search, hybrid retrieval, metadata filtering, query rewriting, re-ranking, source attribution, structured-data retrieval, knowledge freshness, LLM orchestration, tool/function calling, agent routing, context management, memory systems, evaluation, observability, APIs, and webhooks • Strong judgment around AI evaluation and testing of retrieval, answers, plans, tools, actions, artefacts, and memory • Strong systems thinking across identity, permissions, agency and location context, CRM data, Knowledge Bases, memory, tools, workflows, billing, and reporting • Experience designing products where AI changes business data or executes consequential actions • Strong instincts around permissions, approvals, auditability, reversibility, sensitive information, and customer trust • Experience simplifying technically sophisticated systems for non-technical users • Experience with multi-tenant SaaS and agencies, resellers, franchises, enterprises, or multi-location businesses • Strong customer instincts and willingness to inspect retrieval outputs, AI conversations, tool traces, failures, support issues, and user configurations • Strong analytical capability to distinguish model, retrieval, tool, UX, and expectation failures • Commercial judgment across activation, retention, packaging, usage-based pricing, infrastructure cost, AI cost, gross margin, and ecosystem economics • Ability to influence multiple senior teams without direct reporting authority • Excellent written communication for strategy documents, platform contracts, architectural decisions, evaluation plans, product requirements, executive updates, and launch narratives • High ownership, intellectual honesty, execution velocity, and comfort with difficult prioritisation decisions in a remote-first, high-context environment

🏖️ Benefits

• Remote-first work environment • Opportunity to learn the intricacies of scaling a B2B SaaS startup • Opportunity to develop impactful products for customers • Well-funded and profitable company • Equal Opportunity Employer