Senior Product Manager – Phone Numbers, KYC

This is a fully remote position, open to applicants in India.

📋 Description

• Take ownership of the product roadmap and execution for HighLevel's Phone Numbers and KYC offerings.

• Define and enhance the complete customer journey for phone number discovery, acquisition, provisioning, assignment, activation, and lifecycle management.

• Develop scalable onboarding processes that empower customers to complete identity verification, business validation, and access messaging and telephony services.

• Lead the advancement of customer identity verification (KYC) and trust onboarding systems to ensure compliant access to communication products.

• Collaborate with Engineering to create scalable capabilities for phone number provisioning, inventory management, assignment, activation, and lifecycle management across global markets.

• Work closely with telecommunications providers and identity verification partners to enhance provisioning reliability, automate onboarding, and improve verification success.

• Specify product requirements for KYC workflows, document collection, identity verification, business validation, and fraud prevention.

• Enhance customer activation, KYC completion rates, verification approval rates, and time-to-activation through experimentation, funnel optimization, and data-driven decision-making.

• Partner with Compliance, Legal, and Operations teams to ensure that phone number and KYC products comply with evolving telecommunications regulations and compliance standards.

• Collaborate with Support and Customer Success teams to identify customer challenges and continuously improve phone number management and verification experiences.

• Establish and track 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 obligations, and business outcomes.

• Work cross-functionally with Product, Engineering, Design, Compliance, Operations, and external vendors to successfully implement product enhancements and new capabilities.

⛳️ Requirements

• Over 7 years of Product Management experience, ideally in SaaS, communications, fintech, compliance, or platform products.

• Proven experience managing customer onboarding or platform workflow products from discovery to launch.

• Background in building or managing phone number products, including provisioning, purchasing, assignment, onboarding, lifecycle management, or telecom platform integrations.

• Familiarity with communications platforms, CPaaS providers, or telecommunications ecosystems.

• Strong grasp of user experience design for complex onboarding and verification processes.

• Experience with regulated products or compliance-focused workflows.

• Understanding of identity verification (KYC), business verification, fraud prevention, or trust & safety products.

• Experience with APIs and third-party platform integrations.

• Analytical mindset with experience in leveraging data to optimize customer funnels and product adoption.

• Excellent communication and stakeholder management skills.

• Proven ability to prioritize customer experience while balancing operational and regulatory requirements.

• Comfortable collaborating with cross-functional teams in a fast-paced product development environment.

• 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 developing 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 in high-scale SaaS platforms serving global customers.

• Experience in remote, distributed organizations.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Remote work options