Senior Manager, Product Operations

Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email. 

Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey. 

At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation! 

We are seeking a dynamic Product Operations Leader to join a team of experts to help manage and drive operational excellence for Sinch’s A2P Messaging Products (SMS, MMS, RCS, WhatsApp) in the North American market. This is an exciting position as A2P messaging is a core product at Sinch, and this role is critical to maintaining and growing our strong customer base and product portfolio.  

Your role is to lead the product operations team driving consistency within A2P messaging operations and ensuring our messaging products meet our customer demands while balancing general ecosystem and compliance requirements. You will drive operational excellence, creating & maintaining standards & ensuring KPIs are achieved. You will own and foster relationships with both internal and external stakeholders. You will drive enhancement prioritization across the A2P messaging product and development organizations.  You will identify and drive optimization & improvement efforts. You will be responsible for present and future planning efforts. You will bring visibility and awareness to key challenges across A2P messaging. You will be responsible for leading and coaching our team of A2P product operations managers. 

 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  

This role reports to the Director of A2P Messaging in the US. 

Requirements

Who are you?  

The successful candidate is a leader and motivator that is comfortable working with decision makers on all levels, including both technical and operational. You have excellent writing, presentation and communication skills and take full ownership of results.  You drive accountability by establishing transparent and understood KPIs and success metrics reporting the health, performance and productivity of A2P products.  You have a growth outlook and are committed to achieving both short and long-term objectives. Your product operations oversight, communication skills, and relationship building will enhance Sinch’s operational excellence allowing Sinchers to exceed expectations within our A2P messaging products. Robust product operations experience, proven leadership abilities and understanding the ins-and-outs of the industry will contribute to the keys to your success. 

To contribute to this role, we see that you have:  

• 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