Senior Manager, Product Operations

Summary

Join Sinch, a leading provider of customer communication solutions, as a Product Operations Leader for A2P Messaging Products in North America. Lead a team of product operations managers, driving operational excellence and ensuring Sinch's messaging products meet customer demands while adhering to industry regulations. Develop and maintain operational standards, track KPIs, and manage relationships with internal and external stakeholders. Prioritize product enhancements, identify optimization opportunities, and create present and future plans for A2P messaging operations. Bring visibility to key challenges and coach the product operations team. This role reports to the Director of A2P Messaging in the US.

Requirements

• 10+ years' experience in CPaaS, Operator or messaging companies in North America preferred
• Proven operations experience
• Dynamic and effective leadership, coaching & ability to motivate
• Ability to drive results
• Understanding of vendor management, product management and development processes
• Creativity in looking at complex systems processes and crafting them in a way that make sense for our customers & end-users
• Proficient in understanding detailed technical topics and specialized expertise. Ability to recognize varying levels of knowledge on these topics and communicate with other experts as well as educate those with no knowledge and everything in between
• Proactive and highly motivated with a natural problem-solving ability
• Exceptional communication skills to manage collaboration between teams and departments
• Adaptable and positive in ever-changing environments
• Ability to establish standard operating procedures & practices
• Experience in creating specialized documentation and presenting to all levels of the organization including the executive level
• Experience with balancing both customer, company and carrier requirements
• Ability to travel within North America and occasionally international

Responsibilities

• Effectively lead, coach and grow a team of up to 8 product operations managers
• Drive consistency across the A2P messaging products (10DLC, Short Code, TFN, MMS & RCS) both internally and externally
• Create present and forward-looking plans that support improvement and optimization within A2P messaging operations
• Regularly interface with Technical Product Managers to drive business requirements, prioritization and product delivery
• Establish, track and manage standard Product Operations KPIs that ensure optimal product health is achieved
• Ensure any and all contractual obligations are understood and achieved
• Ensure all external relationships are managed effectively
• Establish & maintain standard operating procedures and best practices
• Establish & drive recurring NA Messaging leadership updates
• Effectively address internal and external escalations
• Collaborate and build relationships across the organization

Benefits

• We offer comprehensive market competitive medical, dental, and vision plans
• A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants
• Take advantage of our free virtual counseling resources through our global Employee Assistance Program
• Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants
• Enjoy a generous paid time off program
• We offer paid parental leave and family planning support
• Our flexible remote work offerings allow you to work wherever you’re the most productive and successful
• Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice