Staff Product Manager - WhatsApp

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
Role Overview
For SMBs worldwide, WhatsApp is increasingly the primary way customers reach a business, ahead of email, SMS, and the phone. HighLevel's WhatsApp product is already our highest-volume conversational channel, carrying over 171 million messages a month for 58.5K businesses, and it accounts for 44% of every Conversation AI conversation on the platform.
As the Staff Product Manager for WhatsApp, you will own the strategy, execution, and quality bar for that product end to end: onboarding and Coexistence, templates, WhatsApp Flows, WhatsApp Calling on WebRTC, Conversation AI and Voice AI, and the credit-line and usage-billing systems that monetize it. You will define the roadmap for a reliable, self-serve platform that abstracts Meta's Business Platform for non-technical agency operators, at a scale where a single Meta policy change or quality-rating downgrade is a revenue event.
This is a hands-on, technically fluent IC product leadership role. You will partner closely with Engineering, Design, Data, Finance, Support, Go-to-Market, and Meta's own product and solutions engineering teams, and be expected to prototype your own ideas, run your own customer calls, and hold your own in a technical review. This is not a channel-integration role. It is for someone who can build a reliable, compliant, commercially meaningful product on top of a platform we do not control.
Key Responsibilities

• Define and drive the vision, roadmap, and success metrics for HighLevel WhatsApp across onboarding, templates, Flows, Calling, AI, and monetization, and make explicit calls on where not to invest.
• Make onboarding self-serve and fast, covering embedded signup, number and business verification, multi-WABA, and Coexistence, now the majority of new onboardings.
• Own deliverability and account health, including quality rating, messaging-limit tiers, and the failure taxonomy behind every undelivered message, made legible to a non-technical operator before a campaign fails.
• Own the template lifecycle, covering categories, approvals and rejections, quality-based pausing, rich formats, localization, and a pre-approved library that collapses time-to-first-message.
• Own WhatsApp Calling on WebRTC end to end, including the softphone experience, call permissions, recording, transcripts, and the call-quality instrumentation Meta does not provide.
• Own WhatsApp Flows, including Flow JSON authoring, endpoint-backed data exchange, per-WABA encryption key management, and the publishing lifecycle.
• Drive Conversation AI, WhatsApp bots, and Voice AI on the channel, covering engagement and handoff rules, guardrails, language coverage, and per-conversation cost metering so AI stays margin-positive.
• Own monetization, including subscription and usage pricing, per-currency credit lines and migrations, wallet debit accuracy, reselling markups, and discount programs such as Marketing Messages Lite.
• Work Meta directly as a platform partner to secure private betas and pre-release access, escalate policy and account issues for customers, influence their roadmap, and own partner-funded development programs through claim execution.
• Prototype to de-risk scope, run your own customer discovery, and partner with design on the highest-friction surfaces such as onboarding, template authoring, and Flows.
• Partner with Product Marketing, Support, Implementation, RevEx, and Finance to drive activation, retention, packaging, and revenue, and to reduce support volume.
• Lead breaking platform migrations across the live installed base, such as WhatsApp Business unique identifiers and usernames, with a clear migration and communication plan.

• 8+ years of product management experience owning complex B2B SaaS, messaging, communications, AI, automation, CRM, or platform products, including a senior IC role such as Staff, Principal, or Lead PM.
• Deep understanding of the WhatsApp Business Platform, or strong fluency in an adjacent messaging, CPaaS or BSP, conversational AI, or telephony domain.
• Working knowledge of real-time voice, including WebRTC and VoIP call quality, enough to reason about why calls drop and what to instrument when the provider exposes no metrics.
• Technical enough to work credibly with engineering on APIs and webhooks, LLM behavior, rate limits and retries, observability, and scalability.
• Comfort operating on top of a third-party platform you do not control, where the provider's policies and approval queues directly gate your customers.
• Strong grasp of usage-based monetization, including rate cards, margin mechanics, wallet and credit-line architecture, and billing accuracy.
• Hands-on prototyping ability, and a habit of running your own customer interviews rather than consuming someone else's summary.
• Strong analytical ability. Can define metrics, write your own SQL, diagnose funnel drop-offs, and separate noisy feedback from real problems.
• Experience in high-growth international markets, particularly LatAm, India, or SEA.
• Excellent written communication and high ownership in a fast-growth, remote-first environment.

• Hands-on experience with Cloud API, Marketing Messages Lite, embedded signup, or WABA operations, or time at a BSP, tech provider, or messaging aggregator.
• Experience with WebRTC, SIP, call recording, number provisioning, or telecom compliance.
• Experience building AI agents, voice bots, or virtual receptionists, including speech-to-text, text-to-speech, and LLM orchestration.
• Experience with content-approval or moderation pipelines where a third party gates what your customers can send.
• Experience with usage-based pricing, multi-currency billing, or credit lines.
• Experience shipping breaking platform changes across a large live installed base.