Staff Product Manager - Conversations

Headquarters: Delhi 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 signa