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Principal Product Manager - Knowledge Bases & Ask AI

GoHighLevel· Product – Product Management
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Hybrid (India)Employee IndiaPosted 2mo ago

About the role

Senior product leader responsible for long-term strategy and architecture of HighLevel's Knowledge Bases and Ask AI, overseeing integration of AI assistants, retrieval systems, and multi-tenant SaaS capabilities across the platform.

Responsibilities

  • Define and drive the long-term product vision, strategy, roadmap, and platform architecture for HighLevel Knowledge Bases and Ask AI.
  • Own the complete Ask AI experience including chat, voice interaction, conversation history, memory, templates, artefacts, scheduled tasks, tools, actions, agent routing, browser interaction, feedback, permissions, approvals, auditability, usage, and lifecycle management.
  • Own the Knowledge Base platform across source ingestion, extraction, parsing, chunking, embeddings, indexing, metadata, retrieval, re-ranking, citations, freshness, versioning, testing, permissions, and observability.
  • Establish product principles for how Ask AI answers questions, retrieves knowledge, generates a plan, selects tools, invokes agents, handles approvals, and communicates results.
  • Create a shared context model spanning user identity, agency, location, role, permissions, current interface, business profile, Brand Voice, memory, Knowledge Bases, CRM data, product configuration, and previous tool outputs.
  • Develop deep understanding of agency owners, marketers, sales, customer-service, operations leaders, administrators, and SMB employees using HighLevel.
  • Inspect Ask AI conversations, tool traces, Knowledge Base retrieval results, user feedback, support tickets, ingestion failures, incorrect answers, failed actions, and downstream outcomes.
  • Partner with AI and engineering leadership on LLM orchestration, model routing, context management, prompt systems, tool invocation, agent planning, memory, embeddings, and related areas.
  • Collaborate with platform and infrastructure teams on ingestion pipelines, crawlers, vector storage, multi-tenant isolation, scalability, reliability, and data retention.
  • Define evaluation architecture for Ask AI responses, retrieval, memory usage, tool selection, action accuracy, permissions, artefacts, latency, and cost.
  • Build representative test datasets from real agency and SMB use cases.
  • Partner with product teams to expose capabilities safely through Ask AI using shared contracts.
  • Establish scalable onboarding for teams to contribute Ask AI actions, templates, skills, artefacts, or specialised agents.
  • Advance integration between Ask AI and Agent Studio for unified experience.
  • Define platform model for MCP tools, native actions, external APIs, web search, and other agent capabilities.
  • Build observability and debugging experiences showing context, sources, model outputs, plans, tools, inputs, permissions, approvals, actions, errors, latency, and usage.
  • Improve Knowledge Base quality-management workflows including retrieval testing, source inspection, crawl diagnostics, and customer-facing recommendations.
  • Define architecture for reusable and marketplace-distributed Knowledge Bases across agencies and locations.
  • Partner with Design to simplify Knowledge Base creation, testing, maintenance, and onboarding workflows.
  • Develop coherent experience across templates, prompting, guided questions, native skills, specialised agents, and scheduled tasks.
  • Define instrumentation across the full funnel from discovery to sustained production usage.
  • Define quality and outcome metrics by request type for Ask AI interactions.
  • Partner with Security, Legal, Privacy, and Trust on data isolation, memory, access control, content retention, audit logs, and abuse prevention.
  • Establish standards for destructive actions, bulk changes, financial operations, and compliance-sensitive workflows.
  • Partner with Product Marketing on positioning, use-case packaging, customer education, launches, templates, and enablement.
  • Collaborate with Support, Implementation, Trial Experience, Account Management, Affiliates, and internal ops to reduce setup friction and improve outcomes.
  • Coordinate with Finance on packaging, pay-per-use pricing, AI Employee plans, rebilling, cost controls, gross margin, and commercial limits.
  • Develop competitive understanding of AI copilots, enterprise search, AI workspaces, CRM assistants, and related platforms.
  • Evaluate external model providers, search and retrieval technologies, document-processing systems, vector databases, and strategic partnerships.
  • Influence strategy across Conversation AI, Voice AI, Agent Studio, Workflow AI, CRM, automation, and broader HighLevel platform.
  • Act as senior thought partner to multiple functions and mentor PMs to raise AI product strategy quality.

Qualifications

  • 12+ years of product management experience in complex B2B SaaS, AI-assistant, enterprise-search, knowledge-management, workflow-automation, CRM, developer-platform, or AI-agent products.
  • Prior experience as Principal PM, Staff PM, Lead PM, founder, or equivalent senior IC responsible for a business-critical platform.
  • Proven ability to define strategy across multiple teams and deliver customer and commercial outcomes.
  • Experience building production AI products that combine answers, context, tools, workflows, and actions.
  • Technical fluency in retrieval-augmented generation, embeddings, vector search, tool invocation, memory systems, evaluation and observability, APIs and webhooks.

Skills

Required:Product strategy and roadmappingLLM orchestration and retrieval-augmented generationPlatform thinking and multi-team collaboration

Benefits

  • Competitive compensation
  • Remote-first culture
  • Equity/stock options
  • Health, dental, vision insurance (as applicable in India)
  • Flexible vacation and time-off policy
  • Professional development opportunities
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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