Product Manager - Phone Lines

Nimbus Data Systems helps People teams manage employee relations with more consistency and less manual effort. Centralize your cases, investigations, performance issues, accommodation requests, and exit interviews all in one place. Leverage AI to automate repetitive tasks, streamline case intake, draft case summaries, and surface insights you might miss. Nimbus Data Systems makes it easier to stay organized and respond quickly and consistently to employee relations issues. People Teams using Nimbus Data Systems resolve cases faster, avoid costly mistakes, and build trust in a fair process—with less manual lift. Innovative companies like Zillow, Sweetgreen, Patagonia, Chipotle, DoorDash and Zapier use Nimbus Data Systems to replace messy spreadsheets, inconsistent documentation, and manual case tracking. Nimbus Data Systems integrates seamlessly with your HRIS, pulls in employee data, and surfaces AI-powered insights across the organization so you can spot trends, track outcomes, and confidently report up to leadership. That’s why Nimbus Data Systems was named a leader in the HR Case Management and Whistleblowing categories by G2. Product Manager, Phone Lines Company: Nimbus Data Systems Role Type: Full-time Team: Product Reports To: Chief Product Officer About the Role Nimbus Data Systems provides a whistleblower hotline and employee relations platform used by hundreds of enterprise customers. A critical and growing part of that platform is the phone line infrastructure that lets employees report concerns anonymously by telephone. The phone line is a vital part of our infrastructure and of our customers’ experience , and today that ownership is fragmented across Customer Success, Product, Finance, and Engineering. We are looking for someone to own it end to end. This is a high-visibility role that sits within the Product org and reports directly to the Chief Product Officer. You will also work very closely with the CEO and founder, who are both personally invested in this area, and you will be the single accountable owner of the phone line experience, the person who knows the vendors, the process, the customers, and the roadmap better than anyone else at Nimbus Data Systems . We are going all in on an AI-powered phone line. This is one of the biggest bets the company is making, and you will help shepherd that transition in, from defining what the AI experience looks like to onboarding large enterprise customers onto it. The role is part product manager, part project manager, part partner manager, and part customer-facing operator. You will work daily with our telephony partners, manage the DIDs and phone number infrastructure, and serve as the subject matter expert for Sales, Customer Success, and Finance. 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, a