What this Job Entails:

You will serve as the "Strategic Shield" for the client’s telephony ecosystem, managing a team dedicated to SMS binding, traffic integrity and abuse mitigation.

Scope:

Uses professional concepts and company objectives to resolve complex issues in creative and effective ways.
Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
Determines methods and procedures on new assignments and may coordinate activities of other personnel.

Roles and Responsibilities:

Strategic Evolution: Lead the transition from manual execution to strategic evaluation, focusing on long-term program autonomy and the "Big Picture."
AI Integration: Implement AI-driven strategies to identify traffic trends, predict potential abuse (e.g., "Probe Pumping"), and automate the detection of performance anomalies.
Operational "Land-Grab": Proactively identify workflows currently managed by the client—such as route auditing or compliance oversight—and develop strategies to bring them under our team’s remit.
Pathway Monitoring: Oversee the evolution of alerting from delayed, script-based emails to real-time, actionable publishers to identify quality issues before they reach the client.
Abuse & Integrity Governance: Define the logic for fraud detection and spam filtering, ensuring a "Healthy" queue status and reduced ticket aging.
Engineering Shielding: Act as the primary interface for client stakeholders, handling MBR/QBR strategic reporting and process alignment to allow engineers to focus on code and connectivity.
E2E Lifecycle Management: Manage the end-to-end lifecycle of technical delivery projects, ensuring technical feasibility aligns with strict budgetary and compliance constraints.
Process Refinement: Evaluate post-project results against metrics to implement changes in delivery practices and remove gaps across multiple teams.

Required Qualifications/Skills:

SMS Ecosystem Expertise: Deep understanding of the SMS/MMS/RCS ecosystem, including Carriers, Partners, Aggregators, and global A2P/P2A traffic flows.
Analytical Rigor: Strong observational skills with the ability to collect and analyze significant amounts of data to identify trends and anomalies.
Strategic Growth Mindset: Proven ability to translate complex technical data into actionable insights and identify opportunities for operational expansion.
AI & Monitoring Literacy: Familiarity with AI/ML tools for trend analysis and experience with advanced alerting/monitoring frameworks.
Communication: Excellent verbal and written communication skills, with the ability to present strategic updates to client executives.
Project Leadership: 4+ years of related experience in Technical Operations or Program Management; Bachelor’s degree in a related field or equivalent experience.
Self-Starter: Ability to quickly learn new tools and technologies with minimal assistance, maintaining a high-velocity synchronization cadence.

Preferred Qualifications:

Deep knowledge of Least Cost Routing (LCR) business logic and its impact
Proven experience in shifting teams from reactive ticket handling to proactive queue health management.
Change management knowledge and familiarity with various project management methodologies.

Physical Demand & Work Environment:

Must have the ability to perform office-related tasks which may include prolonged sitting or standing.
Must have the ability to move from place to place within an office environment.
Must be able to use a computer and communicate effectively.

SMS Automation & Insights Operational Lead

Job Description