SMS Automation & Insights Operational Lead

Requirements

• 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.

Benefits

Additional Information

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.

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