Sr. Manager, Messaging Channels & Deliverability

About the role

This role is central to our customer engagement strategy, focusing on ensuring our digital communications reach millions of consumers effectively. You will lead a team to optimize our messaging platforms, transforming them into a key asset for the business. Your work will involve balancing daily operations with strategic vendor management and client interactions.

Key facts

What you'll do

• Oversee the entire operational strategy for email, SMS, and digital messaging, monitoring key performance indicators like delivery rates, inbox placement, and opt-out percentages.
• Drive the strategy and approval processes for introducing new messaging channels, such as RCS.
• Manage relationships and contracts with key vendors, including Twilio, SparkPost, Netcore, Omnivery, and Loftware Digital, focusing on cost optimization and performance.
• Collaborate with Finance to track operational costs and unit economics for messaging channels.
• Establish a reliable data foundation for consumer reach and engagement metrics, resolving discrepancies across reporting systems.
• Develop and enforce compliance frameworks for SMS carrier requirements (10DLC), TCPA, and anti-spam laws.
• Communicate the business value of deliverability metrics to enterprise clients.
• Work with Product and Engineering to identify system dependencies and automate manual operational tasks.

Requirements

• At least 7 years of professional experience in channel operations, lifecycle marketing operations, or deliverability strategy, with a focus on data-driven approaches.
• A minimum of 5 years of experience managing and developing operational teams.
• Deep strategic understanding of email service provider health, inboxing, IP warming, and deliverability principles.
• Strong knowledge of communication protocols like SPF, DKIM, DMARC, and compliance regulations such as TCPA and 10DLC.
• Proficiency in using business intelligence tools like Looker and SQL for data analysis.
• Comfort collaborating with technical teams and understanding concepts like APIs and GitHub.
• Excellent communication skills, capable of leading technical discussions and presenting complex data to business stakeholders.

Nice to have

• Experience with financial services software or working with distressed borrowers.

Skills & tools

• Email Service Providers (ESPs)
• SMS Platforms
• RCS
• Twilio
• SparkPost
• Netcore
• Omnivery
• Loftware Digital
• Looker
• SQL
• SPF
• DKIM
• DMARC
• TCPA
• 10DLC
• APIs
• GitHub

Practical notes

• This is a remote-first position, but occasional travel may be required for global operations support, meetings, and offsites.
• The role requires extended computer use and participation in virtual meetings.
• Reliable internet connection and a professional remote work environment are expected.
• Trueml is an equal opportunity employer and values diversity and inclusion.