Sr. Product Manager - Conversations

Overview

Own a defined product area within Conversations, HighLevel's unified inbox, from customer discovery through launch and post-launch growth.

What you'll do

• Own a defined area of the Conversations product end to end across discovery, delivery, launch and growth.
• Identify the highest-impact customer problems, validate solutions before build, and partner with cross-functional teams to ship improvements that move activation, adoption, engagement and retention.
• Set the strategy, roadmap and priorities for your area within the portfolio direction, and own its outcomes.
• Lead 4–6 agency calls a week to uncover the real problems behind feature requests.
• Turn calls, support tickets and feedback into sized insights, jobs to be done and pain points.
• Map each pain point to an existing, extended or new capability, and frame testable hypotheses.
• Build hi-fi prototypes and validate them with internal stakeholders and customers before engineering starts.
• Define requirements, write clear PRDs and ship with engineering and design in weeks, not quarters.
• Define the GTM motion and launch artifacts with Marketing, Support and Customer Success, and run betas and staged rollouts.
• Instrument features before launch, track usage, and run experiments to improve activation, adoption, engagement and retention.
• Prepare data and narratives for WBRs, QBRs and annual planning.
• Partner with cross-functional teams on shared surfaces and dependencies.
• Support onboarding and mentoring of junior PMs where needed.

What you'll need

• 7-9 years of Product Management experience, ideally in B2B SaaS.
• Experience on a communication or messaging product: inbox, helpdesk, CPaaS or CRM messaging.
• Proven track record of shipping customer-facing features that moved activation, adoption, engagement or retention.
• Experience building for agencies or multi-tenant, white-label platforms.
• Experience preparing data and narratives for business reviews or annual planning.
• Deep understanding of messaging channels and their rules: A2P 10DLC, WhatsApp Business Platform, email deliverability and consent.
• Familiarity with competing inboxes such as HubSpot, Intercom, Front, and Zendesk.
• Understanding of product funnels: activation, adoption, engagement, retention and time to value.
• Experience running discovery and validation loops with prototypes and beta users.
• AI feature design experience, including how to measure quality, trust and adoption.
• Experience working with engineering on APIs, webhooks and event pipelines.
• Ability to write clear, structured PRDs and communicate roadmap trade-offs to stakeholders.
• Ability to analyze data from tools like Pendo, Amplitude, Mixpanel or Superset to inform product decisions.
• Strong communicator who runs customer calls with confidence and empathy.
• Clear, concise writer whose PRDs and updates stand on their own.
• Strong analytical mindset to structure qualitative feedback into themes and quantify impact.
• Strong product sense, with the ability to deconstruct complex software experiences and highlight good UX from bad UX.
• Self-driven owner of a feature set, who plans and executes independently, with rigour on scoping, trade-offs and follow-through.
• Artifact-driven, producing clear artifacts at every stage of the product lifecycle.
• AI-enabled, using AI tools daily for synthesis, analysis, PRDs and prototyping.
• AI-native, designing and shipping AI features such as suggested replies, summaries, routing and agents.
• A problem-solver who thrives in a fast-paced, execution-driven environment.

Details

• Location: India.