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Head of Messaging Operations
3 months ago
Head of Messaging Operations
Vonage Vision
Our mission is to revolutionize and enhance the communication capabilities of our clients in the modern digital, cloud-based, and real-time business landscape. Our workforce consists of driven, enthusiastic, and customer-centric professionals who are dedicated to developing and refining technological solutions that empower the world's leading enterprise brands.
Importance of this Position
The Vonage Carrier Management Team (CMT) oversees all telecommunications supply. This includes managing partnerships with Communication Service Providers (CSPs) and Communication Platform as a Service (CPaaS) collaborators, as well as all Application-to-Person (A2P) trading connections and Over-The-Top (OTT) clients. As the Head of Operations, you will guide all CMT operational functions and align with Vonage API Annual Operating Plan (AOP). You will hold responsibility and accountability for all facets of operational performance, quality, and cost management, while fostering individual development within CMT Operations.
Key Responsibilities
Ensure that all commercial routing and CMT pricing operations optimize Vonage's revenue and gross margin, enhancing efficiency and precision while meeting client-facing needs. Collaborate with the Product team to improve systems and platforms, including the adoption of a new routing engine and increased automation to boost operational efficiency. Foster individual and team performance and professional growth by working closely with team managers within the operations teams. Take charge of optimizing all carrier and supplier support functions, encompassing onboarding, support, and supplier escalations. Represent the CMT and cultivate functional relationships with all Vonage stakeholders and internal CMT clients (including Sales, Product Development Operations, Engineering, Product, Legal, Finance, and Compliance). Collaborate with Carrier Regional Leads to ensure that all CMT Operations functions deliver services that meet the unique requirements of each regional team. Drive market analytics, focusing on the accuracy and relevance of data necessary to support critical commercial decision-making and planning processes. Align operations with the needs of Vonage's top clients and Sales teams, ensuring the timely and precise execution of RFP-related pricing tasks.Qualifications
Proven leadership skills with the ability to develop and nurture your team. Extensive understanding of the SMS wholesale and aggregator sectors. A strong results-oriented mindset and dynamic approach. A customer-focused attitude and adaptability to thrive in a fast-paced environment. Capability to collaborate across various teams within the organization, securing support and buy-in for projects and strategic initiatives. Innovative thinking and ideas - consistently striving to enhance the business. A passion for delivering exceptional results.Application Requirements
Experience in a senior commercial role within the global cloud communications industry. In-depth knowledge of A2P SMS & Voice, routing ecosystems, and SS7 connectivity. Experience managing teams and business units responsible for commercial operations. Familiarity with working across multiple jurisdictions/regions and a demonstrable understanding of regional regulations and compliance requirements within the cloud communications sector. Experience in developing KPI/data analytics to support commercial decision-making and planning processes.