# Principal Product Manager - Voice AI

**Company:** [GoHighLevel](https://hotfix.jobs/companies/gohighlevel)
**Location:** Remote
**Role:** Product Management
**Experience:** 7+ years
**Skills:** Voice Ai, Telephony, Speech-To-Text, Text-To-Speech, Llm Orchestration, Retrieval, Prompt Engineering, Tool Invocation, CRM, Twilio, Streaming Architecture, Call Routing, Observability, Product Strategy, Ai Evaluation
**Posted:** 2026-08-12

> Leads the long-term strategy, architecture, quality framework, metrics, and commercial model for HighLevel’s Voice AI platform. The role requires senior product leadership and systems expertise spanning AI, telephony, automation, CRM, reliability, compliance, and business outcomes.

## Job Description

## 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.

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