Principal Product Manager - Conversation AI

Overview

Principal Product Manager for HighLevel’s Conversation AI platform, owning long-term strategy and the end-to-end product system for dependable AI agents across customer interactions.

What you’ll do

• Define and drive the long-term product vision, strategy, roadmap, and product architecture for Conversation AI.
• Own the complete Conversation AI system, including agent creation, knowledge, actions, visual flows, channel deployment, routing, testing, monitoring, permissions, templates, APIs, and lifecycle management.
• Set product principles for when the AI answers, asks clarifying questions, takes actions, transfers, follows up, or hands off to humans.
• Develop evaluation, testing, and release standards for models, prompts, retrieval systems, agent tools, routing logic, and conversation behavior.
• Partner with Engineering and AI leadership on LLM orchestration, retrieval, evaluation, observability, reliability, data architecture, and cost.
• Improve integrations across Contacts/Conversations/Calendars/Workflows/Opportunities/Payments/Knowledge Base and reporting.
• Define observability, debugging, and instrumentation across the agent lifecycle and customer outcomes.

What you’ll need

• 12+ years of product management experience owning complex B2B SaaS, AI-agent, communications, CRM, workflow-automation, customer-support, or platform products.
• Experience as a Principal PM, Staff PM, Lead PM, product founder, or equivalent senior individual contributor for a business-critical product/platform.
• Strong understanding of AI-agent product design, including dependable execution of business tasks.
• Technical fluency to make credible decisions with engineering teams about LLM behavior, retrieval, orchestration, APIs, data models, evaluation, and reliability.
• Strong judgment to define how AI quality is tested, monitored, debugged, and improved in production.
• Strong systems thinking to connect conversations, contacts, calendars, workflows, opportunities, knowledge, permissions, billing, analytics, and channel infrastructure.
• High ownership in a remote-first, high-context environment.

Details

• Role is described as a senior individual-contributor product leadership position.