Director of Messaging Operations

Vonage Mission

We strive to innovate and enhance our customers' ability to communicate within today's digital, cloud and real-time business environment. Our team is composed of highly-motivated, energetic and customer-focused team members who are passionate about creating and enhancing technology solutions that power the world’s biggest enterprise brands.

Why this role matters

The Vonage Carrier Management Team (CMT) is responsible for all telco supply. Managing relationships with CSPs and CPaaS partners, all A2P trading relationships and OTT clients. The team owns connectivity and cost for SMS, Voice, RCS & Network APIs. 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.

What you’ll do

• Ensure that all commercial routing and CMT pricing operations maximise Vonage revenue and gross margin, driving efficiency and accuracy whilst supporting Vonage client-facing requirements

• Work with the Product team to enhance systems and the platform. Adoption of a new routing engine and increase automation to improve operational efficiency. 

• Drive individual/team performance and personal development by working closely with the team managers within the operations teams

• Be accountable for the optimisation 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

What will you bring

• Leadership, ability to develop and grow your team.

• Extensive knowledge of the SMS wholesale and aggregator markets.

• A robust results-driven mindset and dynamic approach.

• A customer-driven focus and flexibility to succeed in a fast-paced environment.

• An ability to collaborate across different teams in the organisation, gaining support and buy-in for projects and strategic initiatives.

• Creativity and ideas - continuously pushing to improve the business

• Passion for delivering excellence.

What is required for the application

• 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