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Director of Messaging Operations

2 months ago

Perivale, Greater London, United Kingdom Vonage Full time

About the Role

The Vonage Carrier Management Team (CMT) is responsible for all telco supply, managing relationships with CSPs and CPaaS partners, A2P trading relationships, and OTT clients. As Director of Operations, you will lead all CMT Operations functions and align with Vonage API AOP. With responsibility and accountability for all aspects of operational performance, quality, and cost delivery, driving functional accountability and the development of the individuals within CMT Operations.

Key Responsibilities

  • Ensure that all commercial routing and CMT pricing operations maximize 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, adopting a new routing engine and increasing automation to improve operational efficiency.
  • Drive individual/team performance and personal development by working closely with team managers within the operations teams.
  • Be accountable for the optimization of all carrier and supplier support functions, including onboarding, support, and supplier escalations.
  • Represent the CMT and drive functional relationships with all Vonage stakeholders and internal CMT customers (including Sales, PDO, Engineering, Product, Legal, Finance, and Compliance).
  • Work with Carrier Regional Leads to ensure all CMT 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.

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.