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Staff Product Manager - Conversations
Job Description
About Us
HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames.
Our People
With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.
Our Impact
As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.
Why This Role Exists
Conversations is one of HighLevel’s most business-critical surfaces — it is where SMBs interact with leads and customers across SMS, WhatsApp, email, chat, social DMs, and AI-assisted messaging. It directly impacts time-to-first-response, customer satisfaction, retention, and expansion revenue for both agencies and their clients.
As Staff Product Manager – Conversations, you will own the end-to-end product strategy for core conversation experiences and systems, with a sharp focus on:
- Reducing Time-to-First-Response (TTP)
- Improving CSAT and conversation quality
- Driving expansion through deeper adoption, premium capabilities, and usage growth
This role exists to provide senior, hands-on product leadership across complex, cross-functional problem spaces — spanning UX, automation, AI, reliability, and scale — while partnering deeply with engineering, design, data, and go-to-market teams.
Strategic Priorities
Drive Faster Response & Engagement
- Reduce TTP across channels through better routing, notifications, automation, and AI-assisted workflows.
- Improve agent efficiency and response quality for SMBs and agencies at scale.
Elevate Conversation Experience & CSAT
- Own the quality bar for conversation UX, reliability, and clarity across inboxes, threads, and customer touchpoints.
- Improve satisfaction for both end customers and internal users (agents, admins, agencies).
Unlock Expansion & Monetization
- Identify and deliver conversation-led expansion opportunities (premium channels, AI features, automation depth, usage-based growth).
- Partner with pricing, growth, and GTM teams to translate engagement into revenue.
Scale a Reliable, Extensible Conversations Platform
- Ensure conversations scale reliably across millions of messages, multiple channels, and complex agency/sub-account setups.
- Influence platform primitives (notifications, permissions, identity, workflows) to unblock Conversations innovation.
Key Responsibilities
- Own the product vision, roadmap, and success metrics for Conversations, aligned to TTP, CSAT, retention, and expansion goals.
- Deeply understand user workflows across agencies, SMB operators, and agents — turning insights into high-impact product bets.
- Lead complex, ambiguous initiatives that cut across Conversations, CRM, Workflows, AI, and Platform systems.
- Define and track leading and lagging indicators (TTP, reply rate, resolution time, CSAT, adoption, expansion signals).
- Partner closely with engineering to make pragmatic trade-offs across performance, reliability, UX, and speed.
- Drive crisp problem definition, strong product discovery, and high-quality execution from concept to launch.
- Influence cross-team roadmaps and priorities without formal authority — operating as a multiplier across pods.
- Collaborate with Data to improve instrumentation, experimentation, and insight quality across Conversations.
- Work closely with Support, Success, and Sales to close feedback loops and drive continuous improvement.
- Serve as a mentor and thought partner to Senior PMs and PMs across adjacent surfaces.
What Success Looks Like
- Measurable reduction in TTP across key channels and segments.
- Sustained improvements in CSAT and conversation quality, visible in user feedback and retention metrics.
- Conversations becomes a key expansion lever, driving higher ARPU through adoption of premium features and usage growth.
- Agencies and SMBs rely on HighLevel Conversations as their primary engagement hub.
- Engineering teams experience clarity, focus, and velocity working on Conversations initiatives.
- You are recognized internally as the go-to product leader for customer communication, engagement, and messaging strategy.
Ideal Candidate Profile
- 8–12+ years of product management experience, with proven success owning large, customer-facing B2B SaaS products.
- Deep experience with messaging, inboxes, communications, CRM, or support tools.
- Strong track record of moving core business metrics (activation, TTP, CSAT, retention, expansion).
- Systems thinker, comfortable working across UX, backend services, data models, and integrations.
- Highly data-driven, with strong intuition for qualitative signals and customer empathy.
- Comfortable operating at Staff-level scope: ambiguous problems, cross-team influence, and long-term bets.
- Excellent written and async communication skills in a distributed environment.
- Experience working closely with design and engineering on complex, high-scale systems.
Bonus Points For
- Experience with omnichannel messaging (SMS, WhatsApp, email, chat, social DMs).
- Exposure to AI-assisted conversations, agent tooling, or automation systems.
- Background in B2B2SMB or agency-led SaaS models.
- Experience partnering on pricing, packaging, or usage-based monetization.
- Familiarity with platform reliability, message delivery, or real-time systems.
