Product Manager - Phone Lines

Product Manager, Phone Lines Company: AllVoices Role Type: Full-time Team: Product Reports To: Chief Product Officer About the Role AllVoices provides a whistleblower hotline and employee relations platform used by hundreds of enterprise customers. The Phone Line infrastructure lets employees report concerns anonymously by telephone, and today ownership is fragmented across Customer Success, Product, Finance, and Engineering. This role owns the phone line end-to-end, works closely with the CEO and founder, and is the single accountable owner of the phone line experience, vendors, processes, customers, and roadmap. Responsibilities Own all phone line operational processes, including DID provisioning, number porting, routing configuration, and exception handling. Document, streamline, and automate manual workflows currently dispersed across CS, Product, and ops teams. Serve as the internal escalation point for phone line issues, from routing failures to partner SLA breaches, and maintain accurate records of all phone numbers, configurations, and customer mappings. Own the primary relationship with telephony partners (MAP, Avoxi), managing SLAs, troubleshooting escalations, and negotiating terms. Evaluate vendor relationships, identify cost reduction opportunities, and drive consolidation where it makes sense. Serve as the phone line SME for Sales, answering prospect questions, supporting demos, and helping close deals where phone is a key feature. Work with CS to ensure smooth customer onboarding and ongoing support for phone line configurations. Scope and prioritize product improvements for the phone line experience in close collaboration with engineering, translating operational pain points into backlog items and engineering capabilities into customer value. Own the product requirements and success criteria for the AI phone line, including edge cases, exception-handling flows, and the scenarios (languages, compliance edge cases, routing failures) the AI must handle. Manage the AI migration plan, including which customers move first, in what sequence, and with what communication, then work with engineering and AI partners to test, iterate, and improve the experience. Convince and onboard large enterprise customers onto the AI phone line, building the case for the move, earning their trust, and guiding them through the transition. Own the monthly phone line expense review and execute cost reduction efforts through vendor renegotiation, DID consolidation, and AI migration for high-usage customers. Track and report key unit economics (cost per call, cost per DID, cost per customer) and partner with Finance on monthly accruals and annual budget planning. What We’re Looking For 5+ years in product management, project management, operations, or a hybrid role that spans multiple functions. Demonstrated experience managing external vendor or partner relationships, including negotiating SLAs, escalating issues, and holding partners accountable. Experience working directly with customers or in a customer-facing capacity, whether in CS, Sales Engineering, or technical account management. Strong process orientation. You document everything, think in workflows, and are energized by bringing clarity to ambiguity. Data-driven mindset, comfortable with cost analysis, unit economics, and using data to drive decisions. A strong communicator who can translate technical constraints to business stakeholders and business priorities to engineers. A self-starter who is energized by ownership. You do not wait to be told what to do next; you find the gap and close it, and you operate well without a playbook. Naturally collaborative. This role touches nearly every team at AllVoices and requires trust-building across CS, Product, Engineering, Finance, and Sales. Nice to Have Phone, call center, or telephony experience. You have worked with phone line systems, call routing infrastructure, voice platforms, or contact center operations and understand how this world works. Worked directly with VoIP platforms, DID management, or telephony infrastructure (Avoxi, Twilio, Five9, Genesys, or similar). Experience in HR tech, compliance tech, or B2B SaaS. Experience scoping or launching AI-powered voice or conversation products. Background in compliance-sensitive or regulated industries where call handling quality and documentation matter. Experience operating cross-functionally across CS, Engineering, Finance, and Sales without rigid boundaries. What Success Looks Like Within 60 days, you have documented the current phone line process end to end, established a regular cadence with all key partners, and identified the top three cost reduction opportunities. Within 90 days, you have implemented at least one major process improvement and are actively scoping the AI phone line transition. Within 180 days, you have reduced phone line cost by at least 50% while improving customer satisfaction scores. #J-18808-Ljbffr Crosscut