🔥 15 hours ago
As a Customer Support Analyst, you will provide expert support for our Enterprise B2B SaaS platform, ensuring high customer service standards and resolving technical issues efficiently.
Deliverability & Compliance Manager (Cross-channel with SMS focus)
📅 Sep 18
SMS OperationsDeliverabilityComplianceToll-free Verification
📜 Description
- SMS deliverability and compliance
- Investigate rejected, failed, delayed, or partially delivered SMS messages
- Analyze delivery receipts, provider responses, error codes, and carrier behavior
- Manage toll-free number, 10DLC, Sender ID, and related SMS registration workflows
- Coordinate with SMS providers on verification delays and delivery issues
- Support customer-impact remediation and escalate issues as needed
🛠️ Requirements
- Experience in deliverability, messaging operations, SMS operations, or compliance operations
- Strong knowledge of SMS registration and deliverability, including toll-free verification and carrier filtering
- Familiarity with email deliverability concepts such as SPF, DKIM, and DMARC
- Strong investigation and root-cause analysis skills
- Ability to manage complex operational cases from intake through resolution
- Excellent attention to detail and strong written communication skills
✨ 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)
Full job description
Working at Omnisend is... kind of boring.
Not the soul-crushing kind of boring — more like the “no drama, no chaos, just smart people doing great work” kind. The kind that lets you focus on what matters, without pointless meetings, micromanagement, or bureaucracy. We’re data-driven. We test, we iterate, we improve. Gut feelings don’t drive decisions — insights do. We trust each other. We’re transparent, give actionable feedback, and honestly listen. No egos, no hand-holding — just a team of experienced professionals moving fast, adapting easily, and delivering impact. Omnisend is customer-funded and customer-driven. Our work is rooted in solving real problems that help ecommerce brands grow. No empty promises — we bring in results. And yes, we have fun. But the grown-up kind — workations, team gatherings, the occasional party. No forced fun, no awkward icebreakers. Just genuine moments with a team that actually enjoys working together.
We are looking for a Deliverability & Compliance Manager with a cross-channel focus and deep SMS
expertise to help protect sender reputation, maintain compliance, and improve customer outcomes across Omnisend’s messaging channels. The primary focus of this role will be SMS operations, including toll-free number and Sender ID verification, 10DLC registration, carrier policies, delivery-receipt analysis, rejection investigation, opt-in and opt-out correctness, provider coordination, and customer-impacting incident resolution.
The role will also contribute to broader Deliverability & Compliance initiatives across email and SMS byimproving shared processes, documentation, standards, escalation workflows, and operational reporting. This is a hands-on individual-contributor role that does not involve people managemen
expertise to help protect sender reputation, maintain compliance, and improve customer outcomes across Omnisend’s messaging channels. The primary focus of this role will be SMS operations, including toll-free number and Sender ID verification, 10DLC registration, carrier policies, delivery-receipt analysis, rejection investigation, opt-in and opt-out correctness, provider coordination, and customer-impacting incident resolution.
The role will also contribute to broader Deliverability & Compliance initiatives across email and SMS byimproving shared processes, documentation, standards, escalation workflows, and operational reporting. This is a hands-on individual-contributor role that does not involve people managemen
What you’ll do
configuration.
filtering, account security controls, or a potential product defect.
verification or number porting.
rules.
suspected provider-side incidents.
result in failed messages or credit-impacting issues.
Cross-channel deliverability and compliance
domain or IP warmup, bounce monitoring, complaint monitoring, and blocklist prevention.
process improvements.
compliance, escalation, and incident documentation.
framework.
Incident investigation and escalation
hypothesis, requested action, and next steps.
Compliance, and external providers.
action, or operational workaround.
completed.
Documentation and operational improvement
workflows.
deliverability, and compliance scenarios.
unnecessary handoffs.
Communication and stakeholder management
audiences.
findings in a concise and practical way.
We expect that you’ll bring:
technical support, compliance operations, trust and safety, or a related field.
10DLC, Sender ID, carrier filtering, delivery receipts, and provider workflows.
domain or IP warmup, bounces, and complaints.
or external providers.
message content, provider responses, and incident evidence.
What we offer in return:
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