Senior SMS Compliance and Operations Specialist

At Infobip, we dream big. We value creativity, persistence, and innovation, passionately believing that it is through teamwork that we can all reach greater heights.

Since 2006, we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. Through 75+ offices on six continents, Infobip’s platform is used by almost 80% of the population, making it the largest network of its kind and the only full-stack cloud communication platform globally.

Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.

As a Senior SMS Compliance & Operations Specialist, you’ll support internal and external customers as it relates to U.S. messaging campaigns. You’ll ensure that all compliance standards are upheld – bringing carrier satisfaction and maintaining direct connections – while delivering in an accurate and timely manner. As the Senior Specialist, you can confidently join customer calls without additional support from other team members.

More About What You’ll Be Doing:

Campaign Registration

• Own, update, and maintain compliance enablement materials.

• Serve as escalation point for team members.

• Attend and lead external and internal meetings associated with Compliance and Operations.

• Ensure the highest degree of customer experience to both internal and external clients.

Reporting and Analysis

• In collaboration with Operator Partnerships, maintain carrier scorecards applicable to compliance-related tasks to retain direct carrier connections.

• Perform an internal analysis of Mobile Network Operator (MNO) registration timeframes.

• Report on Requests for Information (RFIs), certification trends, and analyze improvement standards.

Focus on Continuous Development

• Form and lead partnerships with cross-functional teams to improve efficiency, processes, and performance that accelerates and achieves our company’s business goals.

• Create, update, and maintain/own documentation (e.g., delivery best practices, compliance, and playbooks) to support repeatability as we scale for growth.

• Keep abreast of industry changes and maintain knowledge of compliance standards; participate in training and Continuing Education sessions as it relates to your role.

• Be fully versed on processes and tool functionalities, bring attention any feature updates and enhancements to the Product Development team, and lead educational sessions with team members. Collaborate and share knowledge with cross functional teams with updates when applicable.

• Partner with other teams/departments for assistance with escalations and making process improvements.

What you bring to the table:

• Industry experience, understanding of SMS, 10DLC, toll-free, short code is required.

• Attention to detail and the ability to follow processes is a must-have for this role.

• You’re agile and able to shift priorities quickly; you enjoy multi-tasking.

• Thrives in variety of day-to-day tasks and is able to pivot with ease.

• Is resourceful; knows when to ask questions and where to go for information.

• Experience with managing projects, implementing processes and procedures is highly desirable.

• Prior experience with onboarding new customers is a plus.  This role is customer focused and highly customer centric.

• Team player with strong interpersonal / communication skills (both verbal and written).

• Prior experience working in Sales, Customer Success, Customer Experience, Customer Support, Operations, or Compliance is a plus.

• Strong experience in Account Management and client-facing roles where you’ve built and maintained solid business relationships.

• Product knowledge and/or knowledge of our competitors, carriers, and the compliance piece of the telecommunications industry.

• Ability to interact with all levels of the organization.

Why our employees choose us (and stay)?

• Learn as you grow – starting from an onboarding program to internal education, training resources, e-learning, to external education -- we invest heavily in employee learning and development.

• Awesome clients – We serve and partner with most leading mobile operators, OTTs, brands, banks, social networks, aggregators and more. You can look forward to working with the likes of Vodafone, WhatsApp, Uber, and many more.

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