Job description
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.
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-solving ability.
Exceptional communication skills to manage collaboration between teams and departments.
Adaptable and positive in ever-changing environments.
Ability to establish standard operating procedures & practices
Experience in creating specialized documentation and presenting to all levels of the organization including the executive level.
Experience with balancing both customer, company and carrier requirements.
Ability to travel within North America and occasionally international.
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 counseling 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’re the most productive and successful. It’s 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 $130,000 - $140,000. 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 8/15/25 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.
