Sr. Product Manager - Conversations

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

About the Team
Conversations is HighLevel's unified inbox. It brings SMS, email, WhatsApp, Facebook and Instagram DMs, TikTok, live chat and calls into one thread per contact, and connects to other CRM products, AI Employee, Reporting and Payments. Agencies use it to manage communication on behalf of their SMB clients, so every improvement we ship compounds across thousands of sub-accounts. As part of the team, you will improve existing inbox capabilities, conceptualize new AI-native features, and deliver solutions that drive improvements to time to value, adoption, engagement and retention.

About the Role

We are looking for a Senior Product Manager to join the Conversations team. This role is for self-driven individuals who are passionate about communication products and SaaS. You will independently own a product area within Conversations, from customer calls to post-launch growth, and drive results using data, customer insights and AI-enabled ways of working.

Your Responsibilities
You will own a defined area of the Conversations product end to end across discovery, delivery, launch and growth. This includes identifying the highest-impact customer problems, validating solutions before build, and partnering with cross-functional teams to ship improvements that move activation, adoption, engagement and retention.

• Set the strategy, roadmap and priorities for your area within the portfolio direction, and own its outcomes.
• Lead 4–6 agency calls a week to uncover the real problems behind feature requests.
• Turn calls, support tickets and feedback into sized insights, jobs to be done and pain points.
• Map each pain point to an existing, extended or new capability, and frame testable hypotheses.
• Build hi-fi prototypes and validate them with internal stakeholders and customers before engineering starts.
• Define requirements, write clear PRDs and ship with engineering and design in weeks, not quarters.
• Define the GTM motion and launch artifacts with Marketing, Support and Customer Success, and run betas and staged rollouts.
• Instrument features before launch, track usage, and run experiments to improve activation, adoption, engagement and retention.
• Prepare data and narratives for WBRs, QBRs and annual planning.
• Partner with cross-functional teams on shared surfaces and dependencies.
• Support onboarding and mentoring of junior PMs where needed.

Your Core Skills

• Strong communicator who runs customer calls with confidence and empathy.
• Clear, concise writer whose PRDs and updates stand on their own.
• Strong analytical mindset to structure qualitative feedback into themes and quantify impact.
• Strong product sense, with the ability to deconstruct complex software experiences and highlight good UX from bad UX.
• Self-driven owner of a feature set, who plans and executes independently, with rigour on scoping, trade-offs and follow-through.
• Artifact-driven, producing clear artifacts at every stage of the product lifecycle.
• AI-enabled, using AI tools daily for synthesis, analysis, PRDs and prototyping.
• AI-native, designing and shipping AI features such as suggested replies, summaries, routing and agents.
• A problem-solver who thrives in a fast-paced, execution-driven environment.

Experience

• 7-9 years of Product Management experience, ideally in B2B SaaS
• Experience on a communication or messaging product: inbox, helpdesk, CPaaS or CRM messaging
• Proven track record of shipping customer-facing features that moved activation, adoption, engagement or retention
• Experience building for agencies or multi-tenant, white-label platforms
• Experience preparing data and narratives for business reviews or annual planning

Deep Understanding of

• Messaging channels and their rules: A2P 10DLC, WhatsApp Business Platform, email deliverability and consent
• Competing inboxes such as HubSpot, Intercom, Front, and Zendesk
• Product funnels: activation, adoption, engagement, retention and time to value
• Running discovery and validation loops with prototypes and beta users
• AI feature design, including how to measure quality, trust and adoption
• Working with engineering on APIs, webhooks and event pipelines
• Writing clear, structured PRDs and communicating roadmap trade-offs to stakeholders
• Analyzing data from tools like Pendo, Amplitude, Mixpanel or Superset to inform product decisions

EEO Statement
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