Sr. Product Manager - Phone Platform

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

Product:
HighLevel’s Phone Platform powers the communication infrastructure used by millions of businesses across our ecosystem. The platform enables businesses to acquire and manage phone numbers, send and receive messages, make and receive calls, track communication usage, and monetize communication services at scale.The product sits at the intersection of communications, billing, and platform infrastructure, supporting voice, SMS, MMS, WhatsApp, and future communication channels across multiple global providers. It is responsible for ensuring reliable message and call delivery, intelligent routing, account provisioning, usage metering, billing accuracy, compliance, and profitability.As HighLevel continues to expand globally, the Phone Platform plays a critical role in delivering scalable communication capabilities, optimizing costs, improving margins, and enabling new monetization opportunities for agencies and businesses worldwide. The team operates at the core of HighLevel’s growth engine, building products that directly impact customer adoption, platform revenue, and overall business performance.

Role Overview:
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

Product Strategy & Execution

• Partner with product leadership to define and execute the roadmap for HighLevel’s CPaaS, Billing and Phone Platform products.
• Translate strategic objectives into actionable product plans, milestones and measurable outcomes.
• Be part of the team driving end-to-end product development from discovery and validation through launch and post-release optimisation.
• Own roadmap grooming, prioritization, backlog management and sprint planning activities across multiple initiatives.
• Collaborate closely with Engineering and Design to deliver scalable, high-quality platform capabilities.

 
Communication Platform & Billing

• Contribute to the evolution of HighLevel’s communications infrastructure, including messaging, voice, number management, routing and usage tracking.
• Define and improve billing workflows, usage metering, reconciliation processes and customer-facing billing experiences.
• Partner with Finance and Revenue Operations to ensure billing accuracy, margin visibility and operational efficiency.
• Support initiatives related to provider management, routing optimization, cost reduction and service reliability.

 Pricing & Monetization

• Develop and maintain pricing strategies across communication products and platform services.
• Analyze usage patterns, customer segments, margins and competitive positioning to recommend pricing improvements.
• Partner with Finance and Leadership to evaluate monetization opportunities and business cases for new products and features.
• Define success metrics and monitor revenue, adoption, retention, and profitability performance.
  
  

Go-To-Market & Product Launches

• Partner with Marketing, Sales, Customer Success and Enablement teams to develop and execute go-to-market strategies.
• Own launch planning, product positioning inputs, packaging recommendations, and rollout strategies.
• Create and maintain product documentation, launch materials and internal enablement resources.
• Measure launch performance and drive continuous improvements based on customer feedback and business results.

Data & Customer Insights

• Use customer feedback, usage analytics, experimentation, and market research to inform product decisions.
• Define and track key KPIs related to adoption, engagement, revenue, billing accuracy, delivery performance, and customer satisfaction.
• Investigate product performance, operational issues, and growth opportunities through data-driven analysis.
• Conduct customer interviews and collaborate with stakeholders to identify unmet needs and validate solutions.
  
  

Cross-Functional Leadership

• Drive alignment on priorities, dependencies, timelines and business objectives.
• Help establish best practices for product management, planning, execution, and operational excellence.

Requirement:

• 7+ years of Product Management experience in SaaS, platform, fintech, telecom, CPaaS or related technology environments.
• Proven track record of shipping and scaling customer-facing and platform products from concept to launch.
• Experience managing product roadmaps, prioritisation frameworks, and cross-functional delivery processes.
• Strong understanding of product discovery, customer research, experimentation, and data-driven decision making.
• Experience developing go-to-market plans and partnering with Marketing, Sales and Customer Success teams on successful product launches.
• Demonstrated experience working on pricing, packaging, monetisation, or usage-based business models.
• Ability to balance customer needs, technical constraints, and business objectives when making product decisions.
• Strong analytical skills with experience leveraging SQL, BI tools, dashboards, or product analytics platforms.
• Excellent written and verbal communication skills, with the ability to influence stakeholders at all levels.
• Comfortable operating in fast-paced, highly collaborative environments with multiple concurrent initiatives.
• Strong ownership mindset with a bias toward execution, accountability and measurable outcomes.

Nice-to-Have

• Experience with CPaaS, telecommunications, messaging, voice platforms, or communication infrastructure products.
• Familiarity with usage-based billing systems, reconciliation processes, and subscription monetization models.
• Experience working with pricing optimization, margin analysis and revenue growth initiatives.
• Knowledge of communication providers, carrier ecosystems, routing frameworks, and messaging compliance requirements.
• Experience with Chargebee, Stripe Billing, NetSuite, or similar billing and financial systems.
• Strong technical fluency around APIs, event-driven systems, data pipelines, and platform architectures.
• Experience operating in remote, globally distributed teams.
• Prior experience in high-growth B2B SaaS companies serving SMBs, agencies, or enterprise customers.