Sr. Product Manager - Reputation Management

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. 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.

ABOUT THE TEAM

The Marketing Products OS team builds products that help businesses attract customers, increase engagement, and drive measurable business outcomes. The team owns a diverse portfolio including Reputation Management, Dashboard & Reporting, Blogging, Social Planner, Email Marketing, Chat Widget, Affiliate Manager, Template Library, Brand Boards, and other growth-focused products.

Reputation Management is a strategic investment area for HighLevel, focused on helping businesses build trust, improve local visibility, and accelerate growth through customer reviews. Our vision is to evolve the product from a review management solution into an AI-powered reputation growth platform that enables businesses to generate more reviews, automate engagement, respond intelligently to customer feedback, and gain actionable insights that strengthen their online presence at scale.

CORE AREAS OF OWNERSHIP

• Product Strategy & Roadmap : Define the vision, strategy, north-star metrics, and 12–18 month roadmap for Reputation Management. Drive prioritization, investment decisions, and business outcomes.
• Review Growth : Drive review acquisition through automated campaigns, multi-channel requests, personalization, experimentation, and conversion optimization.
• AI-Powered Engagement : Build AI-driven review reply experiences, including personalized responses, brand voice customization, sentiment awareness, and bulk actions.
• Reputation Automation : Create automation-first workflows for review requests, sentiment-based routing, escalations, notifications, and proactive engagement.
• Review Management : Improve review monitoring, aggregation, moderation, collaboration, and multi-location management for agencies and businesses at scale.
• Analytics & Insights : Deliver reputation reporting, sentiment analysis, AI-generated insights, benchmarking, and recommendations that help customers take action.
• Product Discovery & Customer Research : Lead customer interviews, workflow audits, usability testing, competitive analysis, and market research to identify opportunities and validate solutions.
• Product Execution : Own PRDs, requirements, prioritization, release planning, stakeholder alignment, success metrics, and post-launch measurement to ensure outcomes are achieved.

WHAT YOU WILL BRING

• 7+ years in product management, scaling 0-1 products, B2B SaaS experience or building any AI agentic products.
• Strong analytical and technical fluency:
• Comfortable partnering with Engineering/Data on data flows, instrumentation, system design, and reliability
• Can define robust metrics and measurement plans
• Can reason about APIs, permissions, and scalable configuration frameworks
• Proven track record of moving business metrics (retention, expansion, adoption, support deflection, engagement)
• Demonstrated ability to lead without authority, influence cross-functional partners, and drive alignment across Product, Engineering, Data, and GTM
• Excellent written and verbal communication; can create crisp narratives for executives and individual contributors

FIRST 12 MONTHS: HOW SUCCESS WILL BE MEASURED

• 0–3 months: Foundation. Validate customer problems, set baseline metrics, and get a prioritized 12–18 month roadmap approved.
• 3–6 months: Growth & AI adoption. Launch AI review replies and expand automation, increasing review volume, response rates, and engagement.
• 6–12 months: Intelligent reputation platform. Ship…