HighLevel - Product Manager - Support AI & Operations

Product Manager

About HighLevel:

Founded in 2018, HighLevel LLC (www.gohighlevel.com) is a two-tier B2B SaaS Platform focused on Marketing Agencies. We aspire to be a one-stop solution for marketing agencies. We enable agencies to serve their clients with ease using the best cutting-edge tools in the industry. Our clientele includes digital marketing agencies, Ads agencies, SEO agencies, Call center / Sales agencies, and freelancers. We operate across niches like real estate, dental & medical, local businesses, e-commerce, professional services, and field services.

Our platform comprises various product areas including CRM, funnel builder, website builder, forms & surveys, WordPress hosting, email marketing, telephony, reviews management, Omni-box communications, social media, invoicing & payments to name a few. We currently service over 51,000+ agencies and 400,000+ small & medium businesses with a 900+ strong team that works remotely across 20+ nations. We encourage you to check out our YouTube channel to learn more about our platform

https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

About the role:

HighLevel Inc is actively seeking a dynamic Product Manager to spearhead Support operations and AI products within our team. In this influential role, you'll be at the forefront, identifying opportunities, conducting proof of concepts, shaping user experiences, and crafting innovative solutions.

Collaborating closely with diverse teams, including engineers, marketers, support agents, and customer success, you will play a pivotal role in defining, prioritizing, and bringing to fruition groundbreaking solutions. Your efforts will not only contribute to keeping HighLevel's support costs in check but also ensure utmost customer satisfaction.

As the Product Manager for Support AI, your key objectives are to:

- Leverage AI/ML methodologies to intelligently respond to customer support queries.

- Facilitate the support team by addressing product and technical requirements

Identify and implement effective strategies and processes to:

- Improve the accuracy of the AI responses to suit the user inquiries

- Reduce escalations to human support agent

- Establish a robust knowledge base for the platform

- Productize the support AI bot to be deployed for our parent accounts

This role offers a unique opportunity to drive innovation, optimize support operations, and enhance customer interactions through the strategic application of AI. Join us at HighLevel Inc and be a vital part of reshaping the future of our support landscape.

Type - Full Time (Remote in India)

Your roles & responsibilities:

Strategy & Vision:

- Establish the strategic direction and vision for the product features.

- Make informed decisions about product roadmaps based on market trends, customer needs, and competitive landscape.

Product Planning and Roadmap:

- Collaborate with stakeholders to identify and prioritize requirements and feature enhancements.

- Collaborate with the support team to identify their needs and current challenges, which would feed forward into the Product planning process.

- Develop and maintain a detailed product roadmap for Support AI, aligning it with the company's overall product strategy and goals.

Requirements Definition:

- Conduct user research, interviews, and data analysis to gather insights and identify pain points.

- Translate user needs into clear and actionable product requirements, user stories, and acceptance criteria.

Product Development and Launch:

- Collaborate with engineering, design, and support teams to ensure timely and high-quality product delivery.

- Plan and execute product launches, including creating go-to-market strategies, coordinating marketing efforts, and driving user adoption and engagement.

Stakeholder Communication:

- Communicate product plans, progress, and updates to internal teams and stakeholders, including executives.

- Act as a subject matter expert on Support AI and Best Practices, providing guidance and support to internal teams and external customers.

Performance Monitoring and Analysis:

- Define and track key product metrics to evaluate product performance and drive data-driven decision-making.

- Monitor user feedback and conduct competitive analysis to identify areas for improvement and address pain points.

What were looking for:

- Domain Knowledge: Strong understanding of AI, Knowledge Base & SaaS concepts, technologies, and market trends.

- Analytical Skills: Excellent analytical and problem-solving skills. Ability to use data and metrics to drive product decisions and measure product success.

- Communication Skills: Excellent written and verbal communication skills, with the ability to effectively communicate complex ideas and concepts to both technical and non-technical stakeholders.

- Leadership and Collaboration: Strong leadership skills to drive the product vision, influence cross-functional teams, and work collaboratively in a fast-paced, agile environment.

- User-Centric Mindset: Deep empathy for users and a strong passion for delivering exceptional user experiences.

- Business Acumen: Understanding business models, market dynamics, and competitive landscape. Ability to align product decisions with business goals and drive product success.

Experience;

- Minimum 3+ years as a Product Manager, with a strong preference for AI, Support & SaaS experience.

- Bachelor's degree in computer science, engineering, business, or a related discipline.

- Familiarity with leading AI technologies and how SaaS support works

Why should you join us?

At HighLevel, we foster an exciting and dynamic work environment driven by a passionate team. We believe in a collective responsibility where no task is considered someone else's job. Our unwavering focus is on providing value to our users, and we achieve this by delivering solutions swiftly through lean principles, allowing us to bring products to market in a matter of weeks rather than quarters. Every good idea is put to the test, ensuring that we maintain a high standard of innovation. We prioritize the well-being of our team, recognizing that by taking care of them, they can better serve our users. We embrace the concept of continuous and iterative improvement, understanding that progress is an ongoing journey. We are also a well funded & profitable company.

Join us at High Level, and you will have the opportunity to learn the intricacies of scaling a B2B SaaS startup and develop impactful products that cater to the needs of our customers.