Principal Product Manager - Voice AI

Responsibilities

• Define and drive the long-term vision, strategy, roadmap, and platform architecture for Voice AI.
• Own the Voice AI lifecycle, including agent creation, prompts, voice and model selection, knowledge, actions, testing, deployment, phone routing, inbound and outbound calling, transfers, analytics, permissions, APIs, billing, and optimization.
• Establish product principles for agent responses, clarification, knowledge retrieval, actions, transfers, scheduling, and call completion.
• Understand agencies, SMBs, franchises, multi-location businesses, and call-intensive industries.
• Review call recordings, transcripts, latency traces, action logs, failed calls, support tickets, customer configurations, implementation challenges, and business outcomes.
• Translate ambiguous customer and platform problems into product requirements, system models, roadmaps, quality standards, and success criteria.
• Partner with engineering and AI leadership on streaming architecture, speech processing, voice activity detection, turn detection, LLM orchestration, tool invocation, context management, retrieval, caching, latency, reliability, model selection, and cost.
• Partner with Phone System and infrastructure teams on routing, number provisioning, carrier integrations, Twilio, LC Phone, recordings, transfers, forwarding, voicemail, call status, and telephony failures.
• Establish evaluation and release frameworks for model, prompt, voice, retrieval, action, routing, and infrastructure changes.
• Define service expectations for call-answer rates, connection success, response latency, audio quality, uptime, action reliability, transfer reliability, and graceful degradation.
• Improve integrations with Contacts, Conversations, Calendars, Workflows, Opportunities, Knowledge Base, Payments, Custom Fields, Custom Objects, Phone System, and Reporting.
• Define multi-agent transfers, human transfers, context handoffs, specialist reuse, fallback behavior, and post-call outputs.
• Develop observability and debugging experiences covering call state, latency, transcripts, retrieved knowledge, model behavior, tool calls, parameter extraction, action responses, transfers, carrier errors, and execution timelines.
• Define funnel instrumentation and operational metrics for inbound and outbound Voice AI.
• Partner with Legal, Compliance, Trust, and Security on consent, disclosures, voice cloning, recording, data processing, retention, outbound calling, sensitive information, fraud, abuse, and safeguards.
• Partner with Product Marketing on positioning, use cases, differentiation, education, vertical templates, launches, and agency enablement.
• Partner with Support, Implementation, Account Management, Trial Experience, Affiliates, and agency-facing teams to reduce setup friction and support burden.
• Partner with Finance and Revenue Experience on pricing, usage, overages, rebilling, model and telephony costs, gross margin, budget protection, and commercial limits.
• Drive strategy across the broader AI Employee portfolio so Voice AI works coherently with Conversation AI and Knowledge Base.

Requirements

• Senior individual-contributor product leadership experience with deep systems thinking across AI, voice, telephony, automation, CRM, reliability, compliance, and business outcomes.
• Experience defining platform-level strategy, architecture, quality standards, evaluation systems, operating metrics, and commercial models.
• Strong ability to influence multiple product and engineering teams and make complex platform trade-offs.
• Deep understanding of voice AI and telephony systems, including speech-to-text, text-to-speech, streaming, call routing, transfers, and carrier integrations.
• Experience with LLM orchestration, retrieval, tool invocation, context management, observability, and production reliability.
• Ability to work cross-functionally with engineering, design, legal, compliance, security, marketing, support, implementation, finance, and revenue teams.

Nice-to-haves

• Experience serving SMBs, agencies, franchises, multi-location businesses, or call-intensive industries.
• Experience with Twilio, CRM, calendars, workflows, payments, knowledge bases, or related business automation platforms.
• Experience establishing evaluation and release frameworks for AI systems.
• Experience with pricing, usage-based billing, gross margin, and telephony or model cost management.

Compensation and Benefits

• HighLevel operates as a global, remote-first organization with team members across 10+ countries.