**What this Job Entails:**You will serve as the **"Strategic Shield"** for the client's telephony ecosystem, managing a team dedicated to SMS binding, traffic integrity and abuse mitigation.
**Scope:*** Uses professional concepts and company objectives to resolve complex issues in creative and effective ways.
* Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
* Determines methods and procedures on new assignments and may coordinate activities of other personnel.
**Roles and Responsibilities:*** **Strategic Evolution**: Lead the transition from manual execution to strategic evaluation, focusing on long-term program autonomy and the "Big Picture."* **AI Integration:** Implement AI-driven strategies to identify traffic trends, predict potential abuse (e.g., "Probe Pumping"), and automate the detection of performance anomalies.
* **Operational "Land-Grab":** Proactively identify workflows currently managed by the client—such as route auditing or compliance oversight—and develop strategies to bring them under our team's remit.
* **Pathway Monitoring:** Oversee the evolution of alerting from delayed, script-based emails to real-time, actionable publishers to identify quality issues before they reach the client.
* **Abuse & Integrity Governance:** Define the logic for fraud detection and spam filtering, ensuring a "Healthy" queue status and reduced ticket aging.
* **Engineering Shielding:** Act as the primary interface for client stakeholders, handling MBR/QBR strategic reporting and process alignment to allow engineers to focus on code and connectivity.
* **E2E Lifecycle Management:** Manage the end-to-end lifecycle of technical delivery projects, ensuring technical feasibility aligns with strict budgetary and compliance constraints.
* **Process Refinement:** Evaluate post-project results against metrics to implement changes in delivery practices and remove gaps across multiple teams.
**Required Qualifications/Skills:*** **SMS Ecosystem Expertise:** Deep understanding of the SMS/MMS/RCS ecosystem, including Carriers, Partners, Aggregators, and global A2P/P2A traffic flows.
* **Analytical Rigor:** Strong observational skills with the ability to collect and analyze significant amounts of data to identify trends and anomalies.
* **Strategic Growth Mindset:** Proven ability to translate complex technical data into actionable insights and identify opportunities for operational expansion.
* **AI & Monitoring Literacy:** Familiarity with AI/ML tools for trend analysis and experience with advanced alerting/monitoring frameworks.
* **Communication:** Excellent verbal and written communication skills, with the ability to present strategic updates to client executives.
* **Project Leadership:** 4+ years of related experience in Technical Operations or Program Management; Bachelor's degree in a related field or equivalent experience.
* **Self-Starter:** Ability to quickly learn new tools and technologies with minimal assistance, maintaining a high-velocity synchronization cadence.
**Preferred Qualifications:*** Deep knowledge of Least Cost Routing (LCR) business logic and its impact* Proven experience in shifting teams from reactive ticket handling to proactive queue health management.
* Change management knowledge and familiarity with various project management methodologies.
**Physical Demand & Work Environment:*** Must have the ability to perform office-related tasks which may include prolonged sitting or standing.
* Must have the ability to move from place to place within an office environment.
* Must be able to use a computer and communicate effectively.
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