Product Operations Manager II

About the role

The organization operates in the communications technology industry, providing customer communication solutions through mobile messaging, voice, and email. It serves over 150,000 businesses, including major clients such as Google, Uber, PayPal, Visa, and Tinder. The company addresses challenges in user verification and omnichannel campaign management by offering APIs, AI-driven services, and applications designed to connect customers reliably and securely across their journey.

The Product Operations Manager II role is pivotal for managing and optimizing the organization's 10DLC Messaging Products in the North American market. This position ensures operational consistency, strategic execution, and growth of the product portfolio by bridging product strategy, technical delivery, compliance, and customer experience. The role is responsible for maintaining product health, managing external relationships, and providing leadership visibility to support business goals.

Responsibilities

• Serve as the central operational hub connecting product strategy, technical delivery, carrier compliance, and customer experience.
• Develop and implement operational plans focused on continuous improvement, automation, and optimization.
• Collaborate with Technical Product Managers to drive business requirements and product delivery.
• Establish and monitor key Product Operations KPIs to ensure product profitability and health.
• Manage contractual obligations and external relationships with vendors and carriers.
• Create and enforce standard operating procedures and best practices.
• Provide recurring leadership updates with actionable insights for executives.
• Lead escalation resolution processes and post-mortems to prevent issue recurrence.

Requirements

• Minimum 5 years of experience in CPaaS, telecommunications, or A2P messaging industries in North America.
• Strong knowledge of The Campaign Registry, CTIA guidelines, and carrier-specific regulations.
• Proven experience in product or business operations with measurable outcomes.
• Ability to manage regulatory changes and update procedures to maintain compliance.
• Strong analytical skills for monitoring deliverability and operational metrics.
• Experience in vendor management, product management, and development processes.
• Systems thinking with skills in process redesign for scale and efficiency.
• Ability to translate technical topics and compliance requirements for diverse audiences.
• Proactive problem-solving and anticipation of operational challenges.
• Experience presenting strategic updates to various organizational levels.
• Skill in balancing competing requirements from customers, the company, and carriers.