Principal Product Manager - Voice AI

About us HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes.To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently. Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability. Our people With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home. Our impact Every month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We’re proud to be a part of that.Learn more about us on our YouTube Channel or Blog Posts Role Overview For most SMBs, the phone remains one of the highest-intent customer channels. A call may represent a new lead, an urgent service request, a customer trying to book an appointment, a patient looking for help, a buyer asking a final question, or an existing customer who needs immediate support. When the call goes unanswered, the opportunity is often lost. Most SMBs cannot staff every phone line, department, location, and language around the clock. Traditional IVRs frustrate callers, outsourced answering services lack business context, and human teams spend significant time handling repetitive conversations. HighLevel's Voice AI product is designed to change that. Voice AI enables businesses to deploy intelligent phone agents that can answer inbound calls, initiate outbound calls, understand caller intent, hold natural conversations, answer questions from business knowledge, qualify leads, collect structured information, book appointments, trigger workflows, interact with external systems, route callers between specialised AI agents, transfer calls to humans, and complete follow-up actions. We are hiring a Principal Product Manager to define and lead the next generation of this platform. This person will own the long-term product strategy, architecture, quality bar, evaluation system, commercial model, and operating metrics required to make Voice AI dependable across millions of real-world phone conversations. This is not a prompt-management or chatbot-feature role. It is a senior individual-contributor product leadership role requiring deep systems thinking across AI, voice, telephony, automation, CRM, reliability, compliance, and business outcomes. You will influence multiple product and engineering teams, make platform-level trade-offs, and establish Voice AI as one of the most trusted and commercially important products in the HighLevel ecosystem. Key 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 the product principles that determine when a Voice AI agent should answer, ask a clarifying question, retrieve knowledge, take an action, transfer to another agent, transfer to a human, schedule follow-up, or end the call. • Develop a deep understanding of agencies, SMBs, franchises, multi-location businesses, and call-intensive industries such as home services, healthcare and wellness, legal, real estate, automotive, insurance, financial services, fitness, hospitality, and professional services. • Personally review real call recordings, transcripts, latency traces, action logs, failed calls, support tickets, customer configurations, implementation challenges, and measurable business outcomes. • Translate ambiguous customer and platform problems into strategic choices, product requirements, system models, phased roadmaps, quality standards, and measurable success criteria. • Partner closely with engineering and AI leadership on streaming architecture, speech-to-text, text-to-speech, voice activity detection, turn detection, interruption handling, LLM orchestration, tool invocation, context management, retrieval, caching, latency, reliability, model selection, and cost. • Partner closely with Phone System and infrastructure teams on call routing, number provisioning, carrier integrations, Twilio and LC Phone behaviour, recording, transfers, forwarding, voicemail, call status, 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-answer rates, connection success, response latency, audio quality, uptime, action reliability, transfer reliability, and graceful degradation. • Partner with Design to simplify agent creation, voice selection, prompt configuration, testing, deployment, debugging, analytics, optimisation, and reuse. • Make Prompt Evaluator, Edit with AI, Prompt Optimiser, Web Call testing, phone testing, and production logs part of a coherent agent-quality workflow. • Improve integrations between Voice AI and Contacts, Conversations, Calendars, Workflows, Opportunities, Knowledge Base, Payments, Custom Fields, Custom Objects, Phone System, and Reporting. • Define the architecture and customer experience for multi-agent transfers, human transfers, context handoffs, specialist reuse, fallback behaviour, and merged post-call outputs. • Develop observability and debugging experiences that expose call state, latency, transcripts, retrieved knowledge, model behaviour, tool calls, parameter extraction, action responses, transfers, carrier errors, and execution timelines. • Define instrumentation across the full funnel, including agent creation, configuration completion, first test, first successful test, number assignment, first live call, first successful action, sustained usage, business outcomes, retention, and expansion. • Define operational metrics for inbound and outbound Voice AI, distinguishing between dialling, connection, conversation, qualification, execution, transfer, and business-outcome success. • Partner with Legal, Compliance, Trust, and Security on consent, disclosures, voice cloning, recording, data processing, retention, outbound calling, sensitive information, fraud, abuse, and platform safeguards. • Partner with Product Marketing on positioning, use cases, competitive differentiation, customer education, vertical templates, launches, and agency enablement. • Partner with Support, Implementation, Account Management, Trial Experience, Affiliates, and agency-facing teams to reduce setup friction, improve deployment quality, and lower support burden. • Partner with Finance and Revenue Experience on pricing, included usage, overages, agency rebilling, model costs, telephony costs, gross margin, budget protection, and sustainable commercial limits. • Drive strategy across the broader AI Employee portfolio so Voice AI works coherently with Conversation AI, Knowledge Base, Agent Studio, Ask AI, Workflows, Calendars, and future AI-agent capabilities. • Evaluate external models, voice providers, telephony vendors, infrastructure components, and potential strategic partnerships. • Act as a senior product thought partner to Product, Engineering, Design, Data, GTM, Finance, Legal, and executive leadership. • Mentor PMs and raise the quality of product strategy, AI evaluation, systems thinking, and decision-making across the organisation without relying on formal authority. Ideal Candidate Profile • 12+ years of product management experience owning complex B2B SaaS, Voice AI, conversational AI, communications, contact-centre, telephony, CRM, workflow-automation, or AI-agent products. Scope and demonstrated outcomes matter more than a precise number of years. • Prior experience operating as a Principal PM, Staff PM, Lead PM, product founder, or equivalent senior individual contributor responsible for a business-critical product or platform. • Evidence of defining strategy across multiple teams and delivering sustained customer and commercial outcomes — not only shipping individual features. • Experience building or operating production AI-agent systems that interact with real customers and take actions inside business workflows. • Strong understanding of the difference between an impressive voice demonstration and a reliable production calling product. • Technical fluency across several of the following: ○ Speech-to-text and automatic speech recognition ○ Text-to-speech and voice models ○ Streaming audio ○ Voice activity and end-of-turn detection ○ Barge-in and interruption handling ○ Noise and echo cancellation ○ LLM orchestration and function calling ○ Context management and RAG/knowledge retrieval ○ APIs and webhooks ○ Telephony, PSTN, SIP, or carrier infrastructure ○ Latency, reliability, observability, and cost • Strong judgment around AI evaluation — able to define how voice agents should be tested, scored, monitored, debugged, and improved in production. • Strong systems thinking — able to connect phone infrastructure, AI models, voices, prompts, CRM data, calendars, workflows, actions, permissions, reporting, compliance, and billing into a coherent product. • Experience simplifying technically sophisticated systems for non-technical customers. • Experience working with multi-tenant SaaS and the operational requirements of agencies, franchises, resellers, or multi-location businesses. • Strong customer instincts and willingness to inspect recordings, transcripts, traces, failed calls, implementation issues, and support data personally. • Commercial judgment across activation, retention, packaging, usage-based pricing, provider cost, telephony cost, gross margin, and partner economics. • Ability to make difficult trade-offs between caller experience, latency, accuracy, reliability, extensibility, compliance, and cost. • Ability to influence senior stakeholders and multiple teams without relying on direct reporting authority. • Excellent written communication — able to produce clear strategy documents, product requirements, system models, evaluation plans, architectural decisions, executive updates, and launch narratives. • High ownership, intellectual honesty, and execution velocity in a remote-first, high-context environment. Bonus Points For • Experience building production voice agents, contact-centre AI, automated receptionists, sales dialers, or customer-service voice automation. • Experience with voice and AI platforms such as Twilio, ElevenLabs, Cartesia, Deepgram, Google, OpenAI, Anthropic, Amazon Connect, Genesys, Five9, Dialpad, RingCentral, or similar technologies. • Experience with PSTN, SIP, WebRTC, IVR, call routing, caller identification, number provisioning, recording, voicemail detection, and carrier failure modes. • Experience building real-time systems with strict latency and availability requirements. • Experience designing agent to