Senior Product Manager

Role Description

As a Senior Product Manager for Phone Platform, you will partner closely with the Product Leadership to drive the strategy, execution, and growth of HighLevel’s communication and monetisation platform. You will play a critical role in shaping and delivering products across voice, messaging, billing, pricing, and account lifecycle management while ensuring alignment with company goals, customer needs, and business outcomes. This role requires a strong operator who can move seamlessly between roadmap planning, customer discovery, go-to-market execution, pricing strategy, and hands-on product delivery.

You will collaborate with Engineering, Design, Finance, Revenue Operations, Marketing, Sales, and Customer Success teams to bring new platform capabilities to market, optimise monetisation, and improve the reliability and scalability of HighLevel’s communications ecosystem. This is an ideal role for a product manager who combines strong execution skills with commercial thinking and enjoys working on technically complex products that directly impact customer growth, platform economics, and company revenue.

Key Responsibilities

• Own the product roadmap and execution for HighLevel's Phone Numbers and KYC products.
• Define and enhance the end-to-end customer experience for phone number discovery, purchasing, provisioning, assignment, activation, and lifecycle management.
• Build scalable onboarding experiences that enable customers to complete identity verification, business verification, and gain access to messaging and telephony capabilities.
• Drive the evolution of customer identity verification (KYC) and trust onboarding systems to ensure compliant access to communication products.
• Partner with Engineering to build scalable phone number provisioning, inventory management, assignment, activation, and lifecycle management capabilities across global markets.
• Work closely with telecom providers and identity verification partners to improve provisioning reliability, onboarding automation, and verification success.
• Define product requirements for KYC workflows, document collection, identity verification, business verification, and fraud prevention.
• Improve customer activation, KYC completion rates, verification approval rates, and time-to-activation through experimentation, funnel optimization, and data-driven decision-making.
• Collaborate with Compliance, Legal, and Operations teams to ensure phone number and KYC products remain aligned with evolving telecommunications regulations and compliance requirements.
• Partner with Support and Customer Success teams to identify customer pain points and continuously improve phone number management and verification experiences.
• Establish and monitor key product metrics including phone number activation rates, provisioning success, KYC completion, verification approval rates, onboarding conversion, and customer satisfaction.
• Prioritize product initiatives that balance customer experience, operational efficiency, compliance requirements, and business outcomes.
• Collaborate cross-functionally with Product, Engineering, Design, Compliance, Operations, and external vendors to successfully deliver product enhancements and new capabilities.

Qualifications

• 7+ years of Product Management experience, preferably in SaaS, communications, fintech, compliance, or platform products.
• Experience owning customer onboarding or platform workflow products from discovery through launch.
• Experience building or managing phone number products, including phone number provisioning, purchasing, assignment, onboarding, lifecycle management, or telecom platform integrations.
• Familiarity with communications platforms, CPaaS providers, or telecommunications ecosystems.
• Strong understanding of user experience design for complex onboarding and verification journeys.
• Experience working with regulated products or compliance-driven workflows.
• Familiarity with identity verification (KYC), business verification, fraud prevention, or trust & safety products.
• Experience working with APIs and third-party platform integrations.
• Strong analytical mindset with experience using data to optimize customer funnels and product adoption.
• Excellent communication and stakeholder management skills.
• Demonstrated ability to prioritize customer experience alongside operational and regulatory requirements.
• Comfortable working with cross-functional teams in a fast-paced product organization.

Nice-to-Have

• Experience with telecommunications, CPaaS, messaging, or phone number products.
• Familiarity with A2P 10DLC, Toll-Free Verification, Campaign Registry (TCR), or international messaging regulations.
• Experience working with providers such as Persona, Twilio, Bandwidth, Telnyx, Sinch, Vonage, Plivo, or Infobip.
• Experience building KYC, onboarding, identity verification, or customer trust platforms.
• Knowledge of messaging compliance, fraud prevention, and customer risk management.
• Understanding of phone number provisioning, inventory management, or telecom operations.
• Experience working in high-scale SaaS platforms serving global customers.
• Experience operating within remote, distributed organizations.

Benefits

• Exciting and dynamic work environment driven by a passionate team.
• Collective responsibility where no task is considered someone else's job.
• Focus on providing value to users through swift delivery of solutions.
• High standard of innovation with every good idea put to the test.
• Prioritization of team well-being to better serve users.
• Continuous and iterative improvement as an ongoing journey.
• Well-funded and profitable company.