Principal Product Manager - Conversation AI

About us

HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes.

To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently. Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability.

Our people

With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home.

Our impact

Every month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact.

We’re proud to be a part of that.Learn more about us on our YouTube Channel or Blog Posts

Role Overview

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, and 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, and 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.

Key Responsibilities

● Define and drive the long-term product vision, strategy, roadmap, and product architecture for HighLevel Conversation AI.

● Own the complete Conversation AI system, including agent creation, prompts, knowledge, actions, visual flows, channel deployment, routing, testing, monitoring, permissions, templates, APIs, and lifecycle management.

● Establish the product principles that determine when Conversation AI should answer, ask a clarifying question, take an action, transfer to another agent, follow up later, or hand the conversation to a human.

● Develop a deep understanding of agencies, SMBs, multi-location businesses, and conversation-heavy industries such as home services, legal, dental, medical and wellness, real estate, insurance, automotive, fitness, and professional services.

● Spend significant time reviewing real customer conversations, AI failures, support tickets, agent configurations, implementation challenges, and measurable customer outcomes.

● Translate ambiguous customer and platform problems into clear strategic choices, product requirements, decision documents, system models, phased roadmaps, and measurable success criteria.

● Partner closely with Engineering and AI leadership on LLM orchestration, model selection, context management, tool invocation, retrieval, re-ranking, latency, caching, reliability, evaluation, observability, data architecture, and cost.

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