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Principal Product Manager - Voice AI

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

About the role

Senior product leadership role to define and lead the next generation of HighLevel's Voice AI platform, owning long-term strategy, architecture, quality, commercial model, and operating metrics for scalable, production-grade voice AI across millions of real-world phone conversations.

Responsibilities

  • Define and drive the long-term vision, strategy, roadmap, and platform architecture for HighLevel Voice AI.
  • Own the complete Voice AI lifecycle, including agent creation, prompts, system instructions, voice and model selection, knowledge, actions, testing, deployment, phone routing, inbound and outbound calling, transfers, analytics, permissions, APIs, billing, and optimisation.
  • Establish product principles for when a Voice AI agent should answer, ask clarifying questions, retrieve knowledge, take actions, transfer, or end the call.
  • Develop deep understanding of target customers (agencies, SMBs, franchises, multi-location businesses) and call-intensive industries.
  • Personally review real call recordings, transcripts, latency traces, action logs, failed calls, support tickets, and customer configurations.
  • Translate customer and platform problems into strategic choices, requirements, system models, roadmaps, and success criteria.
  • Partner with engineering and AI leadership on architecture, speech-to-text, text-to-speech, LLM orchestration, context management, retrieval, latency, reliability, and cost.
  • Collaborate with Phone System and infrastructure teams on call routing, carrier integrations, recording, transfers, voicemail, and telephony failure modes.
  • Establish a scalable evaluation and release framework for model, prompt, voice, retrieval, action, routing, and infrastructure changes.
  • Define production service expectations across call metrics, uptime, quality, and graceful degradation.
  • Partner with Design to streamline agent creation, voice selection, prompt configuration, testing, deployment, analytics, and optimization.
  • Integrate Voice AI with key product areas (Contacts, Conversations, Calendars, Workflows, Opportunities, Knowledge Base, Payments, Custom Fields/Objects, Phone System, Reporting).
  • Define architecture for multi-agent transfers, human handoffs, context handoffs, and post-call outputs.
  • Develop observability and debugging experiences for call state, latency, transcripts, knowledge retrieval, model behavior, tool calls, and action timelines.
  • Define instrumentation across the funnel from setup to business outcomes.
  • Define operational metrics for inbound/outbound Voice AI, including activation, retention, and expansion.
  • Collaborate with Legal/Compliance/Security on consent, disclosures, data processing, retention, and safeguards.
  • Work with Product Marketing on positioning, use cases, vertical templates, launches, and agency enablement.
  • Coordinate with Support and Revenue teams to reduce setup friction and optimize deployment quality and cost.
  • Drive strategy across the broader AI Employee portfolio for coherence with other AI products.
  • Evaluate external models, voice providers, telephony vendors, and potential partnerships.
  • Act as a senior product thought partner to leadership and mentor PMs.

Qualifications

  • 12+ years of product management experience owning complex B2B SaaS, Voice AI, conversational AI, or related domains.

Skills

Required:Strategy development for multi-team impactProduction AI-agent systemsTechnical fluency in AI/voice techSystems thinkingCommunication and documentation
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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