Staff Product Manager - Phone System

About Us HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users  with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames. Our People With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home. Our Impact As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen. Role Overview: As the Staff Product Manager for CPaaS, Billing, and Phone Platform, you will lead the vision, strategy, and hands-on execution of HighLevel’s communication and its billing infrastructure - the backbone powering voice, messaging, and platform-wide monetization. You’ll own how communication and usage flow through the HighLevel ecosystem - from routing and delivery to billing, reconciliation, and account lifecycle management. This role blends deep product thinking with strong operational and business acumen. You’ll work closely with Engineering, Design, Finance, Revenue Operations and Platform teams to ensure our systems operate with accuracy, scalability, and reliability. This is a high-impact, execution-driven IC role  ideal for someone who thrives on ownership, dives deep into data and systems, and connects platform reliability with financial precision. Your work will define the standards of transparency, scalability, and excellence across HighLevel’s global communication ecosystem. Key Responsibilities - Own the vision, strategy, and execution of HighLevel’s CPaaS, Billing, and Phone Platform from architecture to day-to-day delivery. - Lead the roadmap and evolution of the communication platform, ensuring scalability, precision, and operational resilience. - Collaborate with communication providers and internal teams to optimize routing, reduce costs, and expand global capabilities. - Build and refine billing and reconciliation frameworks, ensuring all usage, cost, and revenue data align across systems. - Drive accuracy and transparency in usage-to-revenue mapping, connecting communication events to financial outcomes. - Partner with Finance and Infrastructure to ensure billing integrity, variance resolution, and audit readiness. - Define and maintain rate plans, pricing models, and cost attribution frameworks across all communication products. - Own the end-to-end billing lifecycle, including usage tracking, invoicing, reconciliation, and financial validation. - Lead the evolution of the phone platform, enabling smooth account provisioning, lifecycle management, and status automation. - Collaborate with Engineering, Revenue Ops, and Product teams to operationalize reporting, reconciliation, and data accuracy. - Define and track key platform KPIs — including delivery performance, cost variance, margin trends, and billing precision. - Dive deep into data and systems to investigate discrepancies, usage anomalies, and reconciliation gaps. - Champion platform reliability, financial accuracy, and operational excellence across all communication workflows. - Drive cross-functional alignment, ensuring consistent experiences and financial traceability across communication products. - Identify and deliver new platform capabilities, such as multi-provider routing, regional optimization, and automation enhancements. - Act as the subject matter expert and decision owner for all CPaaS, billing, and phone platform initiatives within HighLevel. Requirements - 8+ years of Product Management experience, including ownership of complex communication, billing, or platform infrastructure in SaaS or CPaaS environments. - Proven ability to design, launch, and scale systems that handle large volumes of communication events, billing records, and reconciliations. - Deep understanding of telephony and communication ecosystems including message routing, call delivery, number management, and usage metering. - Strong grasp of usage-based billing models, rate management, and reconciliation workflows across multi-tenant or multi-provider systems. - Experience collaborating with Finance, Infrastructure, and Engineering teams to ensure accuracy, compliance, and operational alignment. - Demonstrated success in building or managing communication cost attribution and profitability frameworks across multiple products or regions. - High comfort with hands-on execution — including data validation, variance analysis, and usage-to-revenue mapping. - Analytical mindset with experience using SQL, BI tools, or data models to identify issues, validate hypotheses, and improve billing accuracy. - Strong understanding of global communication compliance, regional regulations, and operational constraints in multi-provider environments. - Excellent stakeholder management and communication skills, with the ability to simplify complex platform concepts for cross-functional teams. - Track record of driving measurable impact through systemic improvements, automation, and data-driven decision-making. Nice-to-Have - Prior experience building or managing CPaaS, telecom, or communication infrastructure platforms. - Familiarity with multi-provider architectures, carrier integrations, and routing optimization frameworks. - Experience implementing or integrating billing and accounting systems (e.g., Chargebee, NetSuite, QuickBooks, or custom internal tools). - Understanding of usage-based pricing, margin management, and cost attribution models. - Exposure to communication compliance frameworks (e.g., A2P 10DLC, local number regulations, or global message routing standards). - Background in high-scale SaaS or communications environments (e.g., Twilio, Plivo, Bandwidth, Sinch, or similar). - Strong technical fluency with platform APIs, data pipelines, and operational dashboards related to communications and billing. - Experience operating in remote, global teams, aligning across multiple stakeholders and time zones. Why Should You Join Us? At HighLevel, we foster an exciting and dynamic work environment driven by a passionate team. We believe in a collective responsibility where no task is considered someone else's job. Our unwavering focus is on providing value to our users, and we achieve this by delivering solutions swiftly through lean principles, allowing us to bring products to market in a matter of weeks rather than quarters. Every good idea is put to the test, ensuring that we maintain a high standard of innovation. We prioritise the well-being of our team, recognizing that by taking care of them, they can better serve our users. We embrace the concept of continuous and iterative improvement, understanding that progress is an ongoing journey. We are also a well funded & profitable company.  Join us at High Level, and you will have the opportunity to learn the intricacies of scaling a B2B SaaS startup and develop impactful products that cater to the needs of our customers. Equal Employment Opportunity Information The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision. #LI-Remote #LI-AV1