Deliverability & Compliance Manager – Cross-channel, SMS focus
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Job Description
Deliverability and Compliance Manager protecting Omnisend’s ecommerce messaging channels. Managing SMS operations, registrations, carrier compliance, investigations, and cross-channel deliverability improvements.
Responsibilities:
- Investigate rejected, failed, delayed, or partially delivered SMS messages
- Analyze delivery receipts, provider responses, error codes, carrier behavior, and account configuration
- Diagnose whether issues relate to customer setup, content, provider behavior, carrier filtering, account security controls, or potential product defects
- Manage toll-free number, 10DLC, Sender ID, and related SMS registration workflows
- Review business documentation and identify missing or incorrect information required for verification or number porting
- Investigate rejection patterns and recommend actions to prevent repeat failures
- Apply carrier policies, content restrictions, opt-in requirements, opt-out handling, and suppression rules
- Coordinate with SMS providers on verification delays, rejected submissions, delivery issues, and suspected provider-side incidents
- Support customer-impact remediation, including escalation to Billing for failed messages or credit-impacting issues
- Contribute to deliverability and compliance operations across email and SMS
- Support email authentication and sender-reputation initiatives involving SPF, DKIM, DMARC, domain or IP warmup, bounce monitoring, complaint monitoring, and blocklist prevention
- Participate in compliance audits
- Identify cross-channel deliverability patterns and recommend shared controls or process improvements
- Establish standards for consent, suppression, sender identity, content compliance, escalation, and incident documentation
- Own complex deliverability and compliance cases from investigation through resolution
- Prepare escalation summaries covering issue, impact, evidence, root-cause hypothesis, requested action, and next steps
- Coordinate with Support, Engineering, Product, Billing, Legal or Compliance, and external providers
- Determine when issues require product fixes, provider escalations, policy clarification, customer action, or operational workarounds
- Follow up on resolution and prevention actions and contribute to post-incident reviews
- Create and maintain playbooks, SOPs, templates, troubleshooting guides, and escalation workflows
- Improve SMS registration and approval processes
- Standardize explanations for verification, rejection, deliverability, and compliance scenarios
- Identify operational automation opportunities
- Turn recurring incidents into prevention measures, product feedback, or process changes
- Share knowledge with CX, Deliverability & Compliance, Product, and Engineering teams
- Explain technical topics to technical and non-technical audiences
- Provide Customer Support with accurate guidance and customer-ready language
- Communicate provider delays, verification decisions, compliance restrictions, and technical findings
- De-escalate customer-impacting situations and keep stakeholders informed
Requirements:
- Experience in deliverability, messaging operations, SMS operations, telecommunications, technical support, compliance operations, trust and safety, or a related field
- Strong practical knowledge of SMS registration and deliverability, including toll-free verification, 10DLC, Sender ID, carrier filtering, delivery receipts, and provider workflows
- Familiarity with email deliverability concepts such as SPF, DKIM, DMARC, sender reputation, domain or IP warmup, bounces, and complaints
- Strong investigation and root-cause analysis skills
- Ability to manage complex operational cases from intake through resolution
- Experience coordinating escalations across Support, Engineering, Product, Billing, Compliance, or external providers
- Strong written communication skills and the ability to create clear documentation
- Excellent attention to detail when reviewing account information, customer documentation, message content, provider responses, and incident evidence
- Ability to work independently while maintaining clear stakeholder communication
- Good judgment when applying policies and deciding when to escalate
Benefits:
- An unlimited learning budget for self-improvement complying with the best interest of Omnisend
- Working methods and best practices inspired by the best tech companies in Silicon Valley
- Senior colleagues that enable us to have a high-performing, productive environment where your growth will accelerate
- Private health insurance
- Remote work possibilities
- Unlimited access to psychotherapy
- A workstation budget
- Personalized work anniversary gifts (house cleaning, spas, international flights & more that you choose depending on the year)
- Attractive workations and team-led team-building events
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