Product Operations Manager II

ABOUT SINCH

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!

DESCRIPTION

We are seeking a dynamic Product Operations Manager to serve as the operational backbone for Sinch’s 10DLC Messaging Products in the North American market. This is an exciting and critical position, as 10DLC messaging is a core product at Sinch. In this role, you will be essential to maintaining and growing our strong customer base and product portfolio by driving consistency, operational excellence, and strategic execution across the entire 10DLC ecosystem.

You will own and foster relationships with internal and external stakeholders, drive enhancement prioritization, identify and lead optimization efforts, and take responsibility for both present and future planning. By bringing visibility to key challenges, you will ensure our messaging products meet customer demands while expertly balancing ecosystem and compliance requirements.

Your Impact & Responsibilities

* Act as the central operational hub, bridging the gap between product strategy, technical delivery, carrier compliance, and customer experience.

* Design and scale operations: Create present and forward-looking plans that support continuous improvement, automation, and optimization within 10DLC messaging.

* Drive cross-functional execution: Regularly interface with Technical Product Managers to drive business requirements, prioritization, and rapid product delivery.

* Own the product health: Establish, track, and manage strategic Product Operations KPIs that go beyond baseline metrics to ensure optimal product profitability and health.

* Manage the ecosystem: Ensure all contractual obligations are understood and achieved, and that all external relationships (including vendors and carriers) are managed effectively.

* Build the playbook: Establish, maintain, and enforce standard operating procedures and best practices across the organization.

* Provide strategic visibility: Establish and drive recurring 10DLC NA Messaging leadership updates, distilling complex operational data into actionable insights for executives.

* Own the escalation lifecycle: Serve as the ultimate resolution lead for critical internal and external issues, driving cross-functional alignment and post-mortems to prevent recurrence.

REQUIREMENTS

You are a product operations thinker and a master orchestrator. The successful candidate is a proactive leader who is comfortable working with decision-makers at all levels, spanning both technical and operational functions. You have excellent writing, presentation, and communication skills and take full ownership of your results and treat the 10DLC product line as your own business to run.

You will partner closely with the Commercial Product Manager to ensure ultimate success & outcomes for the 10DLC product.

You drive accountability by establishing transparent, well-understood KPIs and success metrics. You have a growth-oriented outlook, thriving in the "gray areas" to bring structure to complex ecosystems. Your operational oversight, communication skills, and relationship-building will enhance Sinch’s operational excellence, empowering Sinchers to exceed expectations. Robust operations experience, a collaborative "get-it-done" leadership style, and a deep understanding of the North American messaging industry are the keys to your success.

* 5+ years of experience within the CPaaS, telecommunications, or A2P messaging industries in North America, with a strong foundational understanding of the carrier and registry ecosystem.

* Regulatory & Carrier Policy Governance: Strong working knowledge of The Campaign Registry (TCR), CTIA guidelines, and carrier-specific regulations (e.g., AT&T, T-Mobile, Verizon) governing the A2P messaging ecosystem.

* Proven " business-stewardship" mindset: Extensive product operations, business operations, or optimization experience with a track record of driving measurable business outcomes.

* Regulatory agility & change management: Proven ability to navigate rapid shifts in carrier policies or industry regulations, rapidly updating internal SOPs and external guidance to maintain compliance without disrupting revenue.

* Data-driven execution: Strong analytical skills with the ability to monitor and interpret deliverability metrics, trust scores, and campaign throughput to identify operational bottlenecks and drive product health.

* Ecosystem mastery: A solid understanding of vendor management, product management, and development processes within a complex tech landscape.

* Systems thinking: Creativity in analyzing complex systems and processes, and redesigning them for scale, efficiency, and exceptional customer experience.

* Technical translation: Proficiency in understanding detailed technical topics and 10DLC compliance requirements, with the ability to translate these concepts for both engineering teams and non-technical stakeholders.

* Proactive problem-solving: A highly motivated mindset with the natural ability to anticipate roadblocks and build solutions before issues arise.

* Executive presence: Experience creating specialized documentation and presenting strategic updates to all levels of the organization, including the executive team.

* Stakeholder balance: Experience balancing and aligning competing customer, company, and carrier requirements.

* Experience establishing standard operating procedures and best practices from scratch.

* Ability to travel occasionally within North America.

This is a remote opportunity, but candidates must reside near one of our hub locations for occasional collaboration: Atlanta, GA; Chicago, IL; San Antonio, TX; Denver, CO

Benefits

* STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.

* CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.

* SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.

* TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.

* PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.

* WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.

* MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

The annual starting salary for this position is between $75,000 - 94,000. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications. This role will be accepting applications until August 12, 2026 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.