Principal Product Manager - Voice AI

About this role

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 pa