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 centre / 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 a competitive analysis to identify areas for improvement and address pain points.

What we’re looking for;

1. Domain Knowledge: Strong understanding of AI, Knowledge Base & SaaS concepts, technologies, and market trends.
2. Analytical Skills: Excellent analytical and problem-solving skills. Ability to use data and metrics to drive product decisions and measure product success.
3. 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.
4. Leadership and Collaboration: Strong leadership skills to drive the product vision, influence cross-functional teams, and work collaboratively in a fast-paced, agile environment.
5. User-Centric Mindset: Deep empathy for users and a strong passion for delivering exceptional user experiences.
6. 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.

About Company

Company is a fast-growing start-up with a world-class platform that simplifies network monetization. Our mission is to enable any company to launch services atop any network infrastructure with radical simplicity. Leveraging the power of our platform, Reach also operates a top-rated mobile service Reach Mobile in the U.S. that donates 10% of data plan costs to provide life changing connectivity to women and students in need. About the Role: It’s a global role responsible for managing the product throughout the product lifecycle from planning to execution in support of organizational strategy and objectives.

Responsibilities:

• Write detailed user stories and acceptance criteria, draft user flows, communicate project scope effectively, and manage products through development, QA, UA Testing, and launch • Ability to understand business and technical requirements & conceptualize end-toend solutions

• Ensure requirements are communicated effectively to the business, design, operations, CS and development teams.

• Manage agile product development process from a product management point of view

• Participate in scrum meetings, planning, reviews and retrospectives • Maintain and prioritize the product backlog and track feature releases with different stakeholders

• Work with QA and engineering teams to streamline system integration, test and improve product features

• Serve as an in-house expert for our products and become the go-to person for all functional issues

• Manage all aspects of in-life products, including customer feedback, requirements, and issues

• Have Strong OSS/BSS requirement gathering and solution experience (Telecom domain).

• Minimum 5-7 years of experience in Telecom products e.g CRM, SDP, Billing & Service provisioning. Skills and Qualifications:

• A Bachelor’s degree in Computer Science, Engineering or equivalent preferred 

What we're looking for
We are looking to hire a smart product manager who is passionate about taking up ideas and bringing them to life. You will engage with our customer base directly, and decide the future of the product by working closely with founders. You will also collaborate with marketing and growth teams to ensure that word gets out to people and they get to see what you are building

Responsibilities
Work with founders to define product strategy and roadmap
Prioritise and plan features for development. Come up with prioritisation framework suited to company needs and balancing impact vs effort
Build strong customer empathy and incorporate same while working with UX and Design teams
Convert ideas to prototypes and demonstrate them to the key partners
Own product lifecycle from idea, design, research , competitive analysis, positioning, roadmap, development, go to market, launch and success
Define and measure success metrics for the product
Talk to customers, gather business insights and come up with new product ideas for a multi-product strategy
Be a product evangelist inside and outside the organisation. Represent company in product or domain specific conferences and events


Qualifications
Over 3 years of hands on experience in Product Management
Good understanding of web based architecture and APIs
Good understanding of UX framework and experience on UI design
Good analytical and problem solving skills
Ability to work independently and drive product with minimal direction
Collaborative approach with clear communication
Strong analytical and problem solving skills
Familiar with agile product development processes
Background in consumer apps is a plus


Benefits
An exciting and enriching work environment
Ability to work directly with founders to shape the company
Opportunity to become an expert in sustainability tech (expected to be redefine every industry over next 2-3 decades)
Opportunity to participate in the zero to one journey of building a startup
Ability to articulate and work on the most core problems that the customer faces
A competitive salary and comprehensive medical insurance coverage
Significant upside through an employee friendly ESOP policy

What you need to have:

Job brief

• As part of the product team, build the product vision and execute on the prioritized roadmap for your product area
• Work with engineers and designers to ship features and product improvements
• Seek product ideas and feedback from stakeholders, gather requirements, write specifications, and help shape wireframes and workflows
• Define clear and well-scoped requirement documents that are easily understood by technical and non-technical audiences
• Participate in user research initiatives with the design and user research teams to understand customer problems and identify and iterate on solutions
• Collaborate with internal Business and Marketing stakeholders to formulate problem statements, develop launch strategy, and create product messaging and training

Requirements

• Should have built a customer app with more then 100000+ downloads
• At least 4+ years of experience working as a product manager, ideally working on consumer-facing, large-scale products
• Analytical and data-informed, you love digging into the data to understand nuances, and define & measure success on every project. SQL skills are a plus
• if worked in healthcare
• Experience as a product manager working with distributed teams is desired
• A fast learner, comfortable teaching yourself new skills, and thrive in a complex and fast-paced environment
• CTC – 10-40 LPA
• ESOPs

Mode of interview – Google Meet

Location – Bangalore

Work Mode - WFH

Title 

ML Product Manager

Reporting to 

Sr. Director of Product Management

About the role

We are looking for a Product Manager for our AI/ML Product team that is responsible for delivering ML powered products and applications such as Campaign recommendations and personalization.

As part of the team, the candidate will lead the full product lifecycle of the product, including market research, competitive analysis, gathering requirements, developing specifications, and getting the product developed and delivered to customers. 

You will help transform ideas into AI products for our customers and drive adoption working with cross functional teams.

What You'll Do

• Own product feature from market research, execution, go-to-market and impact evaluation.
• Review customer feedback, analyze impact and prioritize it, and convert into clearly defined product requirements to create a feature backlog
• Write product specs, define product UI with the UX team, review test plans.
• Collaborate with Engineering in product development, validating builds and driving releases to meet target dates.
• Be the product champion. Document product functionality and train the organization on new features. Define the value proposition of your products and guide marketing / sales in selling your products. 
• Facilitate in data-driven decision making and create the telemetry and metrics required to evaluate the success of the products you launch.
• Define and drive internal and external pilots prior to releases to gather early feedback and ensure adoption of new features and functionality. 

What You'll Need

• 4+ years of Product Management experience in an enterprise B2B/B2B2C SaaS company building products in one or more of the following domains: marketing cloud products, such as Campaign Management, Segmentation, Marketing Automation
• Experience working on AI/ML projects and applications, Data & Analytics
• Experience working in Agile development environment  
• Strong analytical and problem-solving skills
• Strong communication skills 
• Self-starter, detail-oriented
• Technical background required. MBA is a strong plus.

Bonus Points if You Have

• Familiarity with multi-cloud environments
• Familiarity with Enterprise Data Platforms, CDP and Enterprise Integrations 

• Collaborate with Product Managers, CTOs & Engineering Managers to plan a Technical Roadmap aligned with the company’s product vision.
• Collaborate with Tech leads, CTO, Engineering Managers to execute the technical roadmap using Agile methodologies for product development.
• Break down the technical roadmaps into epics & user stories for smooth execution. Facilitate the creation and maintenance of proper product documentation.
• Work with development leads so that product requirements & estimates are well-understood.
• Collaborate with product teams to jot down the technical implementation requirements & engineering aspects of user stories & PRDs.
• Conduct meetings with customer support, marketing & product teams to maintain a roadmap for the internal team’s technical requirements

Payments & Finance

• With the help of engineering teams, build secure & robust payment infrastructures & systems.
• Help the product & tech teams build useful payment experiences, lay down the foundation for introducing lending & other financial services on the platform. Be an expert on multiple payment mechanisms & institutions governing the payment flows in the country.
• Research about the technical feasibility & implementation of Escrow Use-cases.
• Be updated with the latest Payments & finance technologies and service providers. Act as a “Subject Matter Expert” on all things Payments & Finance for our Tech & Product teams. Monitoring & Analytics
• Understand and analyze the flow of payments on the platform, build dashboards to track Payments Conversion Rate & Payments Success Rate. Run A/B tests and experiments to improve PCR & PSR.
• Use database queries to analyze performance indicators, evaluate experiments, evaluate sprint reports & success, etc.
• Setup dashboards & systems to track crashes, errors, exceptions, and bugs on production. Formulate processes and workflows to reduce the same.

Qualifications: Experience

• Prior experience of working in/with Payments & Fintech industry, Payment Gateways, Nodal/Escrow Accounts, and Lending is a must.
• Bachelor’s degree in computer science or equivalent.
• 4+ years of experience in software architecture, design, development, and technical product management.

Technical Skills

• Working knowledge on public clouds such as AWS, GCP, Azure.
• Past experience with hands-on engineering, product, or QA is a strong bonus.
• Working knowledge with monitoring tools like New Relic, Sentry, Cloudwatch
• Very good knowledge of SQL/NoSQL is a must
• Should be familiar with Application App Release cycle
• Proficient in Internet standards & technologies including REST
• Experience with DevOps, CI/CD, Automation, etc.
• Robust and evolving knowledge of current web & mobile app technologies.

Soft Skills

• Ability to prioritize and manage multiple milestones and projects efficiently.
• Team spirit, good time-management skills, strong communication skills to collaborate with various stakeholders.
• Detail-oriented, advanced problem-solving skills with a customer-centric approach.

We are looking to hire multiple Technical Product Manager at different levels for our team in Bangalore. If you are excited about building products that will be used by millions of consumers worldwide, building products for brands that you can be proud to show to your family and friends - you need to join us! This position reports to: Director of Product and Program.

What you will be doing:

Building product strategy with a strong technology mindset.

Work closely with business team in their pitch and proposals through user research and evaluating emerging technologies to foster innovation in shaping product ideas.

Lead Product Definition phase by driving user research, story mapping, technical feasibility study to generate solutions for client's problems/user needs.

Define, develop and execute product roadmap through till delivery by ruthlessly prioritizing the backlog.

Leverage analytics and user research to envision and propose product improvements.

Define, analyze, and communicate product metrics to guide new features and enhancements.

Serve as the Scrum Product Owner for development teams, including all responsibilities like roadmap definition, feature prioritization, story writing with detailed acceptance criteria.

What You Will NOT Be Doing:

Project and people management.

Owning and driving engineering decisions.

Requirements.

A highly talented and driven technical product owner with 8+ years of overall experience and 5 years actively as technical product manager/owner.

Solid technical background with understanding and/or hands-on experience in mobile development and web technologies (CMS, Angular React).

Has excellent analytical and communication skills with proven ability to influence and negotiate with clients and internal stakeholders.

Experience defining product strategy from scratch with implementation success in previous roles is a must.

Proven experience one or more of mobile/healthcare/fintech domains or startup space.

Technical background in building mobile/cloud/ML/AI/SaaS products and bring own point of view in proposing the solutions to client requirements.

Act as product evangelist with deep curiosity on technology trends and being able to go deep into technology and relate technical enhancements to build product vision.

Experience with cloud ecosystem or related technologies.

Groom and prioritize the work in the backlog according to business value.

Nice to Have

Extensive experience working in an Agile Scrum methodology.

Multi-tasker with ability to support at least 2 products in parallel.

Experience with Rally/Jira/Azure Devops or similar Agile Project Management tools.

Proficiency with at-least in one language Python, Swift, Kotlin etc.

Ability to use story splitting techniques to break larger stories and deliver in small increments.

Experience using workshop techniques to foster story mapping and ideation sessions.