Product Operations Manager II

Role 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.

• 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.

Qualifications

• 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.
• 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.
• Extensive product operations, business operations, or optimization experience with a track record of driving measurable business outcomes.
• 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.
• 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.
• A solid understanding of vendor management, product management, and development processes within a complex tech landscape.
• Creativity in analyzing complex systems and processes, and redesigning them for scale, efficiency, and exceptional customer experience.
• 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.
• A highly motivated mindset with the natural ability to anticipate roadblocks and build solutions before issues arise.
• Experience creating specialized documentation and presenting strategic updates to all levels of the organization, including the executive team.
• 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.

Benefits

• Comprehensive market competitive medical, dental, and vision plans.
• Access to telehealth for all participants.
• Free virtual counselling resources through our global Employee Assistance Program.
• Roth and Pre-tax 401(k) options including an employer match for all participants.
• Generous paid time off program.
• Paid parental leave and family planning support.
• Flexible remote work offerings.
• Paid time off to support a volunteer program of your choice.