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Principal Product Manager - Conversation AI

GoHighLevel· Product Management
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RemoteEmployee IndiaPosted 2mo ago

About the role

Principal Product Manager to define the next generation of HighLevel's Conversation AI platform, owning long-term product strategy, architecture, and operating model for AI agents across multi-channel customer conversations and workflows.

Responsibilities

  • Define and drive the long-term product vision, strategy, roadmap, and product architecture for HighLevel Conversation AI.
  • Own the complete Conversation AI system, including agent creation, prompts, knowledge, actions, visual flows, channel deployment, routing, testing, monitoring, permissions, templates, APIs, and lifecycle management.
  • Establish the product principles for when the AI should answer, ask clarifying questions, take actions, transfer to another agent, follow up, or hand off to a human.
  • Develop deep understanding of target customers (agencies, SMBs, multi-location businesses) and conversation-heavy industries.
  • Review real customer conversations, AI failures, support tickets, configurations, and outcomes to inform decisions.
  • Translate problems into strategic choices, requirements, roadmaps, models, and success criteria.
  • Partner with Engineering and AI leadership on LLM orchestration, model selection, context management, tool invocation, retrieval, latency, reliability, and cost.
  • Build a scalable evaluation framework for accuracy, safety, escalation, and business outcomes.
  • Define testing and release standards for models, prompts, retrieval, tools, routing, and behavior.
  • Collaborate with Design to simplify the agent lifecycle from discovery to reuse.
  • Create a coherent product experience across guided forms, prompts, flows, templates, and AI-assisted creation.
  • Improve integrations with Contacts, Conversations, Calendars, Workflows, Opportunities, Payments, Knowledge Base, Custom Fields/Objects, and Reporting.
  • Define the platform model for multiple agents, channel assignments, routing priorities, and human handovers.
  • Develop robust observability and debugging experiences showing context, model responses, retrieved knowledge, tool calls, latency, and errors.
  • Define instrumentation across the product funnel from agent creation to ongoing outcomes.
  • Own decisions around privacy, data retention, access controls, consent, opt-outs, and abuse prevention.
  • Partner with Marketing on positioning, packaging, use cases, differentiation, and enablement.
  • Partner with Support, Implementation, Trial Experience, Account Management, and Affiliates to reduce setup friction and improve outcomes.
  • Partner with Finance on subscription plans, usage-based pricing, rebilling, AI costs, and margin targets.
  • Influence broader AI Employee organization to ensure coherence with related AI products.
  • Act as senior thought partner to Product, Engineering, Design, Data, GTM, and leadership; mentor PMs.

Qualifications

  • > 12 years of product management experience in complex B2B SaaS, AI-agent, CRM, or platform products; senior IC or equivalent (Principal PM, Staff PM, Lead PM) experience preferred.
  • Strong track record defining product strategy across multiple teams and delivering measurable business outcomes.
  • Deep understanding of AI-agent product design, including language generation vs dependable execution of tasks.
  • Experience in one or more: Conversational AI, AI agents and tools, customer-service automation, CRM, workflow automation, knowledge retrieval and RAG, developer platforms, messaging or contact-centre products.
  • Technical fluency to discuss LLM behavior, retrieval, orchestration, APIs, data models, latency, evaluation, observability, reliability, and model economics.
  • Judgment for AI quality, testing, monitoring, debugging in production.
  • Systems thinking to integrate conversations, contacts, calendars, workflows, analytics, and channel infra.
  • Ability to differentiate compelling demonstrations from scalable, safe, reliable products.
  • Experience simplifying technically complex systems for non-technical customers.
  • Understanding of multi-tenant SaaS and operating needs of agencies, franchises, and multi-location businesses.
  • Strong customer instincts and willingness to inspect conversations, logs, and product data.
  • Commercial judgment on adoption, packaging, pricing, retention, AI costs, and partner economics.
  • Ability to influence senior stakeholders without direct authority.
  • Excellent written communication for strategy docs, PRDs, trade-offs, evaluation plans, updates, and launch narratives.
  • High ownership, integrity, and execution in a remote-first environment.
  • Comfort with prioritization across customer experience, AI quality, revenue, platform extensibility, debt, compliance, and cost.

Skills

Required:Product strategyAI agent designSystem thinkingCross-functional leadership without authority
Nice to have:Llm orchestration

Benefits

  • Competitive compensation
  • Remote-first global team
  • Opportunity to shape AI-native CRM and workflow platform
  • Exposure to multi-tenant SaaS scale and agency ecosystems
  • Collaborative, fast-paced, high-impact 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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