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Head of Messaging Operations
3 months ago
Head of Messaging Operations
Vonage Vision
At Vonage, we are dedicated to transforming and enhancing our clients' communication capabilities in the contemporary digital, cloud-based, and real-time business landscape. Our workforce is made up of enthusiastic, driven, and customer-centric professionals who are committed to developing and refining technological solutions that empower some of the largest enterprise brands worldwide.
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) partners, as well as all Application-to-Person (A2P) trading relationships and Over-The-Top (OTT) clients. As the Head of Operations, you will direct all CMT Operations activities and align with Vonage API Annual Operating Plan (AOP). You will be responsible for all facets of operational performance, quality, and cost efficiency, while fostering accountability and the growth of individuals 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 requirements. Collaborate with the Product team to improve systems and the platform, adopting a new routing engine and increasing automation to boost operational efficiency. Drive team and individual performance and development by working closely with team managers within the operations division. Be accountable for the optimization of all carrier and supplier support functions, including 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). Work with Carrier Regional Leads to ensure that all CMT Operations functions deliver services that meet the specific needs of each regional team. Conduct market analytics, emphasizing 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 delivery of Request for Proposal (RFP) related pricing exercises.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. Ability to collaborate across various teams within the organization, securing support and buy-in for projects and strategic initiatives. Innovative thinking and a drive for continuous improvement. A passion for delivering excellence.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 focused on commercial operations. Familiarity with working across multiple jurisdictions/regions and a solid understanding of regional regulations and compliance requirements within the cloud communications field. Experience in developing KPI/data analytics to support commercial decision-making and planning processes.