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Director of Messaging Operations
hace 2 meses
About the Role
Vonage is a leading provider of cloud-based communication services, and we're seeking a highly skilled and experienced professional to join our team as a Director of Messaging Operations.
Key Responsibilities
- Lead all Messaging Operations functions and align with Vonage's API AOP.
- Be responsible and accountable for all aspects of operational performance, quality, and cost delivery.
- Drive functional accountability and the development of the individuals within Messaging Operations.
What You'll Do
- Ensure that all commercial routing and Messaging Operations maximise Vonage revenue and gross margin, driving efficiency and accuracy while supporting Vonage client-facing requirements.
- Work with the Product team to enhance systems and the platform.
- Adopt a new routing engine and increase automation to improve operational efficiency.
- Drive individual/team performance and personal development by working closely with the team managers within the operations teams.
- Be accountable for the optimisation of all carrier and supplier support functions, including onboarding, support, and supplier escalations.
- Represent the Messaging Operations team and drive functional relationships with all Vonage stakeholders and internal Messaging Operations customers (including Sales, PDO, Engineering, Product, Legal, Finance, and Compliance).
- Work with Carrier Regional Leads to ensure all Messaging Operations functions provide a service that reflects the specific requirements of each regional team.
- Drive market analytics, focusing on the accuracy and relevance of data required to support key commercial decision-making and planning processes.
- Align operations with the requirements of Vonage's Top clients and Sales teams, including the timely and accurate delivery of RFP related pricing exercises.
What You'll Bring
- Leadership, ability to develop and grow your team.
- Extensive knowledge of the SMS wholesale and aggregator markets.
- A robust results-driven mindset and dynamic approach.
- A customer-driven focus and flexibility to succeed in a fast-paced environment.
- An ability to collaborate across different teams in the organisation, gaining support and buy-in for projects and strategic initiatives.
- Creativity and ideas - continuously pushing to improve the business.
Requirements
- Experience in a senior commercial position within the global cloud communications industry.
- Deep knowledge of A2P SMS & Voice, routing ecosystems, and SS7 connectivity.
- Experience managing teams and business units responsible for commercial operations.
- Experience working across multiple jurisdictions/regions and demonstrable appreciation for regional regulation and compliance requirements within the cloud communications sector.
- Experience building KPI/data analytics designed to support commercial decision-making and planning processes.
