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Staff Product Manager – Voice AI

GoHighLevel· Product – Product Management
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Hybrid (Remote)EE Full-TimePosted 3mo ago

About the role

Staff Product Manager responsible for strategy, execution, and quality of HighLevel’s VoiceAI product, a creator-focused AI voice platform integrated with telephony, CRM, workflows, and analytics, serving SMB/agencies in a remote-first, global environment.

Responsibilities

  • Define and drive the product vision, roadmap, and success metrics for HighLevel VoiceAI.
  • Own the full VoiceAI product surface, including inbound calling, outbound calling, web/widget voice experiences, agent setup, prompt configuration, voice selection, call actions, testing, analytics, call logs, summaries, transcripts, and workflow integrations.
  • Deeply understand customer use cases across agencies, SMBs, and high-call-volume verticals.
  • Translate customer problems into clear product requirements, PRDs, user stories, acceptance criteria, launch plans, and measurable success metrics.
  • Partner closely with engineering on telephony architecture, LLM behavior, speech-to-text, text-to-speech, latency, call routing, retries, failure handling, observability, and infrastructure scalability.
  • Work with design to simplify VoiceAI setup, agent testing, debugging, prompt management, call review, and performance reporting.
  • Build strong integrations between VoiceAI, Contacts, Conversations, Calendars, Workflows, Opportunities, Payments, Knowledge Base, Custom Values, and AI Employee.
  • Improve the quality of AI agent behavior through better prompts, guardrails, prompt evaluation, knowledge retrieval, call simulations, QA workflows, and customer feedback loops.
  • Define instrumentation across activation, agent creation, test calls, phone number assignment, first successful call, call completion rate, booking rate, human escalation rate, workflow trigger rate, outbound answer rate, transcript quality, cost per successful outcome, revenue, retention, and support ticket trends.
  • Partner with Product Marketing on positioning, GTM, use-case packaging, launch readiness, help docs, enablement, and agency-facing education.
  • Partner with Support, Implementation, Trial Experience, Account Management, and Affiliates to identify friction, improve onboarding, reduce ticket volume, and make VoiceAI easier to sell, configure, and support.
  • Own compliance-sensitive product decisions around outbound calling, consent, KYC requirements, acceptable use, timezone restrictions, call recording, transcripts, data handling, and abuse prevention.
  • Use customer calls, support tickets, NPS/CSAT, ideas board feedback, usage analytics, and call quality reviews to continuously improve the product.
  • Act as the product thought partner to engineering leadership for VoiceAI architecture, platform extensibility, reliability, and scale.

Qualifications

  • 8–12 years of product management experience, with meaningful experience owning complex B2B SaaS, AI, communication, automation, CRM, or platform products.
  • Prior experience as a Staff PM, Principal PM, Lead PM, or equivalent senior IC product role.
  • Strong product judgment in AI-driven user experiences, especially where reliability, trust, latency, and outcome quality matter.
  • Deep fluency in at least one of: voice AI, contact center software, telephony, conversational AI, workflow automation, CRM, customer communications, AI agents, or developer platforms.
  • Technical credibility with engineering on LLM behavior, APIs, webhooks, telephony systems, latency, data pipelines, observability, model trade-offs, and scalability.
  • Strong systems thinking connecting VoiceAI with contacts, calendars, conversations, workflows, opportunities, knowledge base, billing, permissions, and reporting.
  • Understanding of SMB and agency-led SaaS models; experience serving agencies or multi-location customers is a plus.
  • Strong customer empathy and ability to translate real-world use cases into scalable product experiences.
  • Strong analytical ability to define metrics, diagnose funnel drop-offs, interpret usage, and filter feedback.

Skills

Required:Product strategy and roadmapCross-functional leadershipAI/LLM knowledge

Benefits

  • Remote-first, global team
  • Agency and SMB-focused product with impact across monetization and adoption
  • Collaborative, cross-functional environment
Last updated Oct 21, 2026. Interested? Apply on the company site.

About GoHighLevel

It's time to take your Agency to the Next Level

HighLevel is the all-in-one sales & marketing platform that agencies can white-label and resell to their clients!

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