Director, Product Operations - North America

We are seeking a dedicated and driven manager to guide and develop the team and business processes for our North American messaging products. You will ensure our product operations processes are driven efficiently, required development needs are collected and delivered, and the team delivers high-quality service to our clients. It is crucial for seamless alignment with other organizational components, requiring you to adeptly manage both large and small priorities.  

Your role combines expertise sharing, leadership, and a comprehensive approach focusing on finding ways to improve efficiency through strategies like scalable solutions, cross-functional collaboration, and process automation. 

Responsibilities

• Lead, coach & motivate a team of product operations specialists across various disciplines. 
• Assemble and analyze statistics and documentation for monthly reporting and KPI follow-up, recommend or implement changes. 
• Oversee and develop the processes, routines and tools used by the various teams reporting to you. 
• Gain a deep understanding and drive continuous improvements to tools, reporting, automation, and process efficiency for Sinch’s suite of messaging products and services. 
• Collaborate with Sales, Operations, Carrier Relations, and Product Management on ways to improve efficiency, customer experience and regulatory compliance. 
• Represent the function in discussions and escalations both internally and externally. 

Who are you?

We believe you are experienced in the messaging or CPaaS industry in North America with a growth outlook, committed to achieving both short- and long-term objectives. Your effective communication skills and collaborative approach will boost effective partnership within and beyond your immediate team. With robust people and personal leadership skills, and an exceptional ability to build relationships with unwavering persistence will be your key to success. 

Requirements

• 7+ years' experience from other CPaaS, Operator or messaging companies. 
• Documented experience of product operations/product management. 
• Proficient in understanding complex technical topics and specialized expertise. 
• Proactive and highly motivated with a natural problem-solving ability. 
• Effective communication skills to manage collaboration between teams and departments. 
• Adaptable and positive in ever-changing environments. 

• Demonstrates a deep understanding of customer-centric approaches within company guidelines. 
• Experience in managing large teams, this role with have multiple direct reports to include managers 
• Ability to travel domestically and occasional international.  

Benefits

• STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
• CARE FOR YOURSELF: Take advantage of our free virtual counseling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
• TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you’re the most productive and successful. It’s what you do, not where you work, that matters.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

We are committed to building an engaged and talented workforce that represents an environment that is inclusive, supports flexibility and welcomes diversity.

Our values of Dream Big, Win Together, Keep it Simple and Make it Happen are the foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results.

The annual starting salary for this position is between $140,000 - $220,000. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications.

*Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired in Colorado.

• This role will be accepting applications until March 26th at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.