Manager, Technical Routing

Location: Marina del Rey, CA; Denver, CO; Atlanta, GA, or Austin, TX

Telesign connects, protects and proactively defends companies, customers and the digital interactions between them. With powerful AI that delivers identity with speed, accuracy and global reach, we enable Continuous Trust. Empowering companies to transact, communicate and engage with their customers free of fear, Continuous Trust makes the promise of the digital economy possible.

As the Manager, Technical Routing in the US, you will helm a team of routing engineers, driving them towards achieving exemplary messaging quality and service continuity. Your cardinal mission is to strike a fine balance between quality of service and market agility for our diverse messaging and omnichannel products, while building a foundational team that embodies automation, innovation, and continuous learning. Forge a strong alliance with peer managers in EMEA and APAC to maintain a unified global strategy in routing, aligning operational methodologies and objectives across regions.

• Industry Landscape: Immerse in the bustling domain of business messaging where Telesign’s robust APIs facilitate swift, critical communication between premier brands and their clientele. Your role entails meticulous analysis of regional routing patterns, customizing routing profiles for each client, and monitoring messaging delivery and overall connectivity performance across a range of messaging and omnichannel avenues.
• Critical Analysis & Real-time Support: Spearhead troubleshooting initiatives, support investigations, and provide real-time support and insightful recommendations to cater to our customer’s routing needs.
• Cross-functional Teamwork: Engage with teams like Carrier Partnerships, Service Quality, Business Enablement, Sales, and Customer Success to foster a harmonized approach towards enhancing messaging performance and interconnectivity based on quality versus cost.
• Operational Schedule: Remain active during core business hours from Monday to Friday, with a willingness to extend support during exigent circumstances in evenings or weekends.
• Proficiency in Python is highly desirable, as it will aid in enhancing automation efficiencies, contributing to streamlined operations and fostering a culture of continuous innovation within the routing and quality domain.

Key Responsibilities:

• Master Telesign's routing logic and vendor dependencies, leading advanced troubleshooting endeavors for message delivery and customer-centric routing escalations.
• Proactively identify and rectify service-impacting issues ensuring uninterrupted delivery.
• Oversee quality analysis of existing routes and customer traffic, striving for optimal Quality of Service (QoS) levels.
• Define and refine routing-related processes and interconnection protocols, identifying avenues for optimization or automation, and overseeing implementation post management approval within the AMER region.
• Establish and monitor key metrics to gauge messaging growth, identifying deviations, and leading indicators for remediation plans within the Messaging Operations department.
• Exercise influence to foresee risks and opportunities, ensuring Telesign's Product team is geared towards a future ready CPaaS offering within the AMER region.
• Adopt a comprehensive perspective on current Routing functions, pinpoint opportunities for automation, and actualize these projects through agile methodologies utilizing Python.
• Engage in thorough documentation of procedures and methodologies, fostering a culture of continuous improvement and learning within the AMER region.

Essential Requirements:

• Bachelor’s degree in computer science or comparable on-the-job experience.
• Minimum of four years in the SMS industry.
• Fluent in English, both verbal and written.
• Proficient in SQL with skills in MS Excel (pivot tables, data visualization, and analysis).
• Exceptional analytical, problem-solving skills.
• Enthusiasm for innovative technology or the software industry is a plus.
• Self-driven, proactive, and a hands-on approach with a positive, result-oriented mindset.
• Proven experience in managing teams across diverse cultures and business settings.
• Exceptional communication and presentation skills, adept at tailoring data-driven narratives for various audiences.

About the Role:

We consider many different factors to determine your compensation package at Telesign. We assess your specific job family, level, relevant skills, experience, location and other special trainings, experiences, or accomplishments you bring to the