Group Product Manager - 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 Why This Role Exists The Group Product Manager - AI will lead HighLevel’s AI product charter across AI Employee, Voice AI, Conversation AI, Ask AI, Knowledge Base, AI Studio / Agent Studio, Workflow AI, Reviews AI, Prospect AI, Email AI, and other AI-powered product surfaces across the platform. This is a critical leadership role at HighLevel. AI is not a side feature for us. It is a strategic platform shift that will redefine how agencies, entrepreneurs, and SMBs generate leads, respond to customers, book appointments, build workflows, create content, manage reviews, qualify prospects, and operate their businesses. You will lead a portfolio that includes both horizontal AI platform capabilities and customer-facing AI products. This role will require strong product judgment, technical depth, customer empathy, and the ability to convert fast-moving AI capabilities into reliable, scalable, monetizable products that work for real businesses. You will manage and coach PMs across multiple AI product areas, partner deeply with engineering, design, data, support, product marketing, and go-to-market teams, and help define how HighLevel becomes the AI operating system for SMBs and the agencies that serve them. Strategic Priorities Build AI Employee into a category-defining product: Make HighLevel’s AI Employee suite the default way SMBs automate calls, chats, reviews, workflows, prospecting, content creation, and operational tasks. Scale Voice AI and Conversation AI: Drive adoption, reliability, quality, and monetization for AI agents that can handle inbound calls, outbound follow-ups, customer conversations, appointment booking, lead qualification, routing, FAQs, and support workflows. Create a unified AI platform layer: Build reusable AI primitives across agents, prompts, knowledge sources, model orchestration, memory, permissions, billing, evaluation, analytics, and safety so every HighLevel product team can ship AI faster and more consistently. Make AI easy for non-technical SMB users: Reduce setup complexity across agents, knowledge base configuration, workflows, prompts, and business context so agencies and SMBs can launch useful AI experiences without needing technical expertise. Drive AI monetization and packaging: Own the strategy for AI plans, usage, limits, rebilling, fair usage, trials, activation, expansion, and retention across AI Employee Growth, AI Employee Unlimited, pay-per-use AI, and future AI packages. Improve AI quality, trust, and reliability: Establish strong evaluation loops for hallucination, response quality, latency, task completion, fallback handling, escalation, compliance, and customer satisfaction. Enable AI across the broader platform: Partner with product leaders across Workflow, Email, Reviews, Prospecting, Funnels, Websites, Conversations, CRM, Payments, and other surfaces to embed AI where it meaningfully improves user outcomes. Turn AI into a competitive advantage: Help HighLevel move faster than larger CRM and marketing automation competitors by shipping practical AI products that solve daily business problems, not demos that look good but fail in production. Key Responsibilities Define and drive the product vision, roadmap, metrics, and operating model for HighLevel’s AI product portfolio. Manage, mentor, and coach PMs across AI product areas including Voice AI, Conversation AI, AI Employee, Ask AI, Knowledge Base, AI Studio / Agent Studio, Workflow AI, Reviews AI, Prospect AI, Email AI, and emerging AI capabilities. Build clear ownership across platform AI, growth AI, customer-facing AI agents, and cross-team AI product surfaces. Partner closely with engineering leaders to make strong trade-offs across model quality, latency, cost, scalability, reliability, privacy, and user experience. Own AI activation and adoption across agencies and sub-accounts, including onboarding, setup flows, templates, use cases, education, and in-product nudges. Define product strategy for AI Employee Growth and AI Employee Platform charters, ensuring both revenue growth and platform leverage are treated as first-class priorities. Build strong product loops for measuring AI performance, including agent success rates, conversation outcomes, call completion, booking conversion, escalation rate, hallucination rate, user correction rate, retention, and expansion. Create clear product requirements for agent behavior, goal configuration, knowledge ingestion, business profile usage, prompt management, permissions, handoffs, analytics, and admin controls. Partner with Product Marketing, Support, Trial Experience, Implementation, Account Management, and Affiliates to ensure AI launches are understandable, sellable, supportable, and adoption-ready. Work with Legal, Security, Compliance, and Data teams to ensure AI products handle customer data responsibly and meet the expectations of agencies, SMBs, and regulated industries. Drive competitive research across AI agents, CRM AI, voice AI, chatbot platforms, workflow automation, AI sales assistants, review automation, and AI content tools. Establish product quality standards for AI experiences, including testing, evaluations, guardrails, fallback paths, transparency, and customer control. Bring clarity to a fast-moving AI roadmap by separating customer-critical bets from distractions, experiments, and low-leverage AI features. Represent HighLevel’s AI strategy in executive reviews, roadmap discussions, launch planning, customer conversations, and cross-functional operating forums. What Success Looks Like HighLevel’s AI portfolio has a clear strategy, clean ownership, measurable goals, and a roadmap that balances platform leverage, customer adoption, and revenue growth. AI Employee becomes a major growth and retention driver for HighLevel, with strong adoption across agencies and sub-accounts. Voice AI and Conversation AI become reliable, trusted, and widely adopted by customers for real business workflows such as lead qualification, appointment booking, missed-call handling, FAQs, support routing, and customer follow-up. Ask AI, Knowledge Base, AI Studio / Agent Studio, and MCP-style invocation capabilities become reusable foundations that other product teams can build on. Workflow AI, Reviews AI, Prospect AI, Email AI, and other cross-team AI surfaces deliver clear productivity gains and measurable activation improvements in their respective product areas. AI setup becomes dramatically easier for agencies and SMBs, reducing time-to-value and support dependency. AI product quality improves through strong instrumentation, evals, feedback loops, and customer-visible reliability. Product Marketing, Support, Trial Experience, Implementation, Account Management, and Affiliates are consistently ready for AI launches because the product team creates enough clarity ahead of release. HighLevel is viewed by customers as a practical AI operating system for SMBs, not just a CRM with AI features added on top. Ideal Candidate Profile 10+ years of product management experience, with 3+ years managing PMs or leading a multi-product product area. Strong experience building AI, automation, CRM, communications, workflow, conversational, platform, or B2B SaaS products. Proven ability to lead complex product portfolios with multiple PMs, engineering teams, stakeholders, and competing priorities. Deep understanding of AI product development, including LLMs, voice agents, chat agents, RAG / knowledge systems, prompt management, model evaluation, latency, cost, quality, and safety trade-offs. Strong technical fluency and ability to earn trust with engineering teams while still staying deeply customer- and outcome-focused. Experience building products for SMBs, agencies, sales teams, support teams, marketers, or operators. Strong product judgment: knows the difference between a flashy AI demo and a reliable production product that customers will actually use. Ability to simplify complex AI capabilities into intuitive user experiences for non-technical users. Strong analytical mindset with experience defining activation, adoption, retention, monetization, quality, and reliability metrics. Strong written and asynchronous communication skills, especially in remote-first environments. Ability to operate in ambiguity, create structure, and bring clarity to fast-moving product areas. High ownership, high urgency, and strong execution discipline. Bonus Points For Experience building AI agents, voice AI, conversational AI, sales automation, support automation, or workflow automation products. Experience with CRM, marketing automation, contact center, customer messaging, review management, prospecting, or email marketing products. Experience with AI monetization, usage-based pricing, fair-usage models, rebilling, or platform packaging. Experience building AI platform capabilities used by multiple internal product teams. Experience in B2B2SMB, agency-led SaaS, multi-tenant platforms, or white-label products. Familiarity with model evaluation frameworks, RAG pipelines, prompt versioning, agent orchestration, tool calling, MCP-style invocation patterns, and AI observability. Experience working closely with go-to-market teams to launch technical products to non-technical customers. Experience competing against or building products adjacent to HubSpot, Salesforce, Zoho, Freshworks, Intercom, Apollo, Zapier, Make, or modern AI agent platforms.