Sr Operations Manager - Commercial Messaging

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Job Overview
T-Mobile is a leader in commercial messaging innovation, delivering scalable, customer-first communication experiences. We are seeking a Senior Product Operations Manager to drive operational excellence across our messaging products and platforms.
In this role, you will lead the performance, reliability, and operational health of messaging and compliance services. You’ll work closely with aggregator partners and cross-functional teams, including product, engineering, and support—to resolve issues, improve platform capabilities, and ensure a high-quality experience for customers and partners.
This position goes beyond traditional product support. You will play a key role in shaping how messaging products evolve by leading cross-functional initiatives, optimizing processes, and driving data-informed decisions across the product lifecycle.

The Senior Product Operations Manager is responsible for enabling the successful delivery and scale of T-Mobile’s commercial messaging solutions, with a focus on aggregator partnerships and API-driven platforms. This role connects product strategy with execution, ensuring alignment across product, engineering, partner management, and operations.

The ideal candidate combines technical expertise, strong operational rigor, and experience working within partner ecosystems. You will streamline product delivery, monitor platform performance, and enhance the end-to-end experience across SMS, MMS, RCS, and emerging messaging channels.


This role is available in our Bellevue, WA HQ and requires a minimum of four days in office!

Platform & API Operations

• Act as the central operations owner for commercial messaging APIs, ensuring availability, scalability, and adoption across internal and external partners.
• Monitor platform KPIs, diagnose performance issues, and partner with engineering for resolution and continuous improvement.
• Lead readiness planning for new API features, changes, and deprecations—including documentation, release planning, and partner communications.

Aggregator & Partner Management Support

• Serve as the operational liaison between product and aggregator partners; support onboarding, critical issues, SLAs, and feedback loops.
• Drive process improvements that increase the efficiency of partner integrations, provisioning, and lifecycle management.
• Ensure partner alignment on compliance, throughput, routing configurations, and operational performance standards.
• Conduct annual QBRs (Quarterly Business Reviews) with aggregator and strategic partners to review performance, align on goals, share roadmap insights, and identify opportunities for growth and improvement

Product & GTM Support

• Support product managers in defining and delivering go-to-market strategies by owning operational components like internal enablement, feedback collection, and process rollout.
• Coordinate cross-functional alignment between Customer Success, and Support to ensure end-to-end operational readiness for new features and launches.
• Develop and maintain dashboards, reports, and tooling that increase visibility and decision-making around platform usage, issues, and trends.

Incident & Risk Management

• Lead cross-functional incident triage and resolution for messaging-related disruptions.
• Proactively identify operational risks across messaging services and workstreams; implement mitigation strategies and communication plans.

Qualifications & Experience

Required

• 5+ years of experience in product operations, partner operations, or technical program management, preferably in telecom, CPaaS, or messaging platforms.
• Strong working knowledge of commercial messaging protocols (SMS, MMS, RCS) and REST APIs.
• Validated experience supporting partner or aggregator ecosystems in a high-scale, fast-paced environment.
• Exceptional cross-functional communication and project management skills.
• Ability to work with ambiguity and drive structure in unstructured environments.

Preferred

• Background in enterprise SaaS, CPaaS, or mobile network operator environments.
• Familiarity with tools such as Postman, JIRA, Confluence, Tableau, and monitoring tools (e.g., Datad