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As Senior Manager, Routing and Quality, you will oversee the teams responsible for messaging quality, service continuity, and interoperability for one of our most mature branches of Messaging Operations. The primary objective of Telesign's Messaging Operations team is to ensure the right balance between quality of service and speed-to-market for our messaging and omnichannel products. This is a regional leadership role, with most of the team residing in EMEA. However, lightweight Routing teams in the Americas and APAC report to regional directors. The Senior Manager of Routing and Quality is considered a functional manager for the entire team and will assist in managing individual contributors in those lightweight regions under a matrix hierarchy reporting line. As the functional manager of Quality & Routing, you will be responsible for the scope of the global team's recurring operational work, how that work is completed, how successful output is measured, and creating a vision for how the team's growth and expanded responsibilities will develop. You will work closely with the Regional Directors for the Americas and APAC to determine the growth opportunities for the individual contributors in those regions in a way that best supports the Routing and Quality team's recurring operational work and the regional objectives determined by the Regional Director. About the Role Business messaging is a rapidly growing industry. Telesign's APIs connect some of the world's largest brands with their consumers to deploy rapid and critical communication. The reliability of our messaging platform serves as a foundation for our customers' mobile communication and operations. Our role in Messaging Operations is to proactively look at worldwide routing patterns, define the optimal routing profile per customer, and monitor message delivery rates and general connectivity performance across our many messaging and omnichannel paths. The ideal candidate must be able to connect the dots across disparate data points, oversee troubleshooting, assist with investigations, and use critical judgment while providing real-time support, detailed guidance, and recommendations to support our customer's routing and quality needs. You will work cross-functionally with various teams, including Carrier Partnerships, Service Quality, Business Enablement, Sales, and Customer Success. You will be consulting on Routing and Quality best practices across an experienced international team dedicated to improving messaging performance and profiling our underlying interconnectivity based on quality vs. cost. Key Responsibilities Be an expert in Telesign's underlying routing logic and vendor dependencies. Advanced troubleshooting of message delivery and customer-based routing escalations. Work with teams to proactively identify service-impacting issues at the correct aggregation level and adjust customer routing profiles to ensure continuous delivery. Reactively work with our customer-facing teams on vendor-related customer escalations that require routing and quality-related remediation. Oversee the teams responsible for monitoring and analyzing the quality of existing routes (e.g., deliverability, completion, and latency) and customer traffic (e.g., restricted destinations, peak traffic) while keeping QoS on expected levels. Assisting when needed on higher-level troubleshooting and working with suppliers on issues related to latency or delivery. Objectively define a baseline of routing-related processes and interconnection procedures. Identify processes in need of optimization or automation, build a business case to obtain management buy-in, and oversee the implementation. Identify metrics to measure a healthy, compliant, and sustainable growth model for messaging across your team. Monitor identified metrics for deviations and leading indicators to inform remediation plans within the Messaging Operations department and across the Telesign organization. Proactively monitor for risk and opportunities, and exercise lateral influence to ensure Telesign's Product team futureproofs our CPaaS offering. Communicate strategy and progress internally and collaborate with internal teams. Demonstrate the ability to develop individual contributors in a way that creates a common thread between their personal-development goals, team-level initiatives, and Telesign's growth objectives. Highlight accomplishments and learnings in a way that iteratively improves the work of the entire Messaging Operations department. Ensure the global team is set up for success with thorough documentation of procedures and methodologies for approaching ambiguous problems. Foster curiosity and lead by example to ensure a culture of continuous improvement. Essential Requirements Higher education in Computer Science or equivalent on-the-job experience is required. At least 4 years of experience working in the SMS industry is required. Fluent in English, verbal and written. Comfort speaking with all levels of the organization and acting as a subject matter expert for messaging operations best practices, given industry requirements. Basic knowledge of SQL. Advanced knowledge of MS Excel (pivot tables, data visualization, and analysis). Strong analytical and problem-solving skills with close attention to detail. Interest in innovative technology or the software industry is a plus. Self-organized, initiative, proactive, and hands-on approach. Positive attitude and results-driven motivation. Ability to keep well organized and a desire to contribute to the ongoing maintenance of team-level documentation of process improvements. World-class people manager and player/mentor attitude with proven ability to hire best-in-class talent from within the industry and appropriate adjacent fields. Willingness to manage global teams across cultural boundaries, time zones, and different business environments. Experience inheriting and growing existing organizations, retaining talent, and setting vision. Exceptional communication and presentation skills, exercising the ability to tell data-driven stories, tailoring the message for both technical, non-technical, and executive audiences. Hands-on: Passionate. Persistent. Growth mindset. Creative. Gets things done. High personal productivity: you are a "doer" first. We are offering Good compensation - Competitive € salary plus benefits package. Development opportunities. Challenging but also a friendly working environment. And much, much more.. About TelesignTelesign connects and protects online experiences with sophisticated customer identity and engagement solutions. Through APIs that deliver user verification, data insights, and communications we solve today’s unique customer challenges by bridging businesses to the complex world of global telecommunications.Telesign is proud to be an equal opportunity employer. We believe our differences help us create a better workplace, a better product, and a better community. We do not discriminate on the basis of race, color, ancestry, religion, national origin, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, age, genetic information, disability, military or veteran status, or any other basis protected by federal, state or local law, ordinance or regulation.Telesign is an Affirmative Action Employer and as part of the commitment to AAP, it will seek to ensure affirmative action to provide equality of opportunity in all aspects of employment, and that all personnel activities, such as the recruitment selection, training, compensation, benefits, discipline, promotion, transfer, layoff and termination processes remain free of illegal discrimination and harassment based on protected characteristics.
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