Principal Product Manager – Voice 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 vision, strategy, roadmap, and platform architecture for HighLevel Voice AI • Own the complete Voice AI lifecycle, including agent creation, prompts, voice and model selection, knowledge, actions, testing, deployment, phone routing, calling, transfers, analytics, permissions, APIs, billing, and optimisation • Establish product principles for agent responses, knowledge retrieval, actions, transfers, follow-ups, and call termination • Translate customer and platform problems into product requirements, system models, roadmaps, quality standards, and success criteria • Partner with engineering and AI leadership on streaming architecture, speech technologies, LLM orchestration, retrieval, latency, reliability, model selection, and cost • Partner with Phone System and infrastructure teams on routing, number provisioning, carrier integrations, recording, transfers, voicemail, and telephony failure modes • Establish evaluation and release frameworks for model, prompt, voice, retrieval, action, routing, and infrastructure changes • Define production service expectations and operational metrics for Voice AI • Partner with Design to simplify agent creation, configuration, testing, deployment, debugging, analytics, optimisation, and reuse • Improve Voice AI integrations with Contacts, Conversations, Calendars, Workflows, Opportunities, Knowledge Base, Payments, Phone System, and Reporting • Define multi-agent transfers, human transfers, context handoffs, fallback behaviour, and post-call outputs • Develop observability and debugging experiences for call state, latency, transcripts, knowledge retrieval, model behaviour, tool calls, actions, transfers, and carrier errors • Define full-funnel instrumentation and business-outcome metrics • Partner with Legal, Compliance, Trust, and Security on consent, disclosures, recording, data processing, fraud, abuse, and safeguards • Partner with Product Marketing on positioning, use cases, differentiation, customer education, launches, and agency enablement • Partner with customer-facing teams to reduce setup friction, improve deployment quality, and lower support burden • Partner with Finance and Revenue Experience on pricing, usage, costs, gross margin, rebilling, and commercial limits • Drive strategy across the broader AI Employee portfolio • Evaluate external models, voice providers, telephony vendors, infrastructure components, and partnerships • Act as a senior product thought partner across Product, Engineering, Design, Data, GTM, Finance, Legal, and executive leadership • Mentor PMs and raise product strategy, AI evaluation, systems thinking, and decision-making quality

🎯 Requirements

• 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 as a Principal PM, Staff PM, Lead PM, product founder, or equivalent senior individual contributor • 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 customers and take actions in business workflows • Strong understanding of reliable production calling products versus voice demonstrations • Technical fluency in several areas including speech-to-text, automatic speech recognition, text-to-speech, voice models, streaming audio, voice activity detection, turn detection, interruption handling, noise and echo cancellation, LLM orchestration, function calling, context management, RAG, APIs, webhooks, telephony, PSTN, SIP, carrier infrastructure, latency, reliability, observability, and cost • Ability to define how voice agents are tested, scored, monitored, debugged, and improved in production • Strong systems thinking across phone infrastructure, AI models, CRM data, calendars, workflows, permissions, reporting, compliance, and billing • Experience simplifying technically sophisticated systems for non-technical customers • Experience with multi-tenant SaaS and agencies, franchises, resellers, or multi-location businesses • Strong customer instincts and willingness to inspect recordings, transcripts, traces, failed calls, implementation issues, and support data personally • Commercial judgment across activation, retention, packaging, usage-based pricing, provider cost, telephony cost, gross margin, and partner economics • Ability to balance caller experience, latency, accuracy, reliability, extensibility, compliance, and cost • Ability to influence senior stakeholders and multiple teams without direct reporting authority • Excellent written communication for strategy documents, product requirements, system models, evaluation plans, architectural decisions, executive updates, and launch narratives • High ownership, intellectual honesty, and execution velocity in a remote-first, high-context environment • Bonus experience with voice agents, contact-centre AI, telephony platforms, PSTN, SIP, WebRTC, IVR, real-time systems, agent tools, APIs, multilingual speech, compliance, usage-based pricing, and related technologies

🏖️ Benefits

• Remote-first work environment • Opportunity to learn the intricacies of scaling a B2B SaaS startup • Opportunity to develop impactful products • Well-funded and profitable company • Lean principles enabling products to reach market in weeks rather than quarters • Continuous and iterative improvement culture