Deliverability & Compliance Manager – Cross-channel, SMS focus

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

• Investigate issues related to rejected, failed, delayed, or partially delivered SMS messages.

• Analyze delivery receipts, provider responses, error codes, carrier behavior, and account configurations.

• Diagnose problems concerning customer setup, content, provider actions, carrier filtering, account security controls, or potential product defects.

• Oversee toll-free number, 10DLC, Sender ID, and associated SMS registration processes.

• Review business documentation for verification or number porting purposes.

• Examine rejection trends and suggest preventive measures.

• Implement carrier policies, content restrictions, opt-in requirements, opt-out management, and suppression regulations.

• Collaborate with SMS providers regarding verification delays, rejected submissions, delivery challenges, and suspected provider-related incidents.

• Assist in customer-impact remediation and escalate credit-impacting provider issues to the Billing department.

• Contribute to email and SMS deliverability and compliance initiatives.

• Support SPF, DKIM, DMARC, domain/IP warmup, bounce monitoring, complaint tracking, and blocklist prevention efforts.

• Engage in compliance audits and identify cross-channel deliverability trends.

• Set standards for consent, suppression, sender identity, content compliance, escalation, and incident documentation.

• Take ownership of complex deliverability and compliance cases from investigation to resolution.

• Prepare escalation summaries detailing the issue, its impact, evidence, root-cause hypothesis, required actions, and next steps.

• Coordinate with Support, Engineering, Product, Billing, Legal/Compliance, and external providers.

• Participate in post-incident reviews and monitor recurring issues.

• Develop and maintain playbooks, SOPs, templates, troubleshooting guides, and escalation workflows.

• Enhance SMS registration and approval processes.

• Identify opportunities for operational automation and transform recurring incidents into preventive measures or changes in product/process.

• Share insights with CX, Deliverability & Compliance, Product, and Engineering teams.

• Clarify technical topics for both technical and non-technical audiences.

• Provide Customer Support with precise guidance and customer-friendly terminology.

• Communicate provider delays, verification outcomes, compliance limitations, and technical findings.

• De-escalate customer-related situations and ensure stakeholders are kept 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 investigative and root-cause analysis abilities.

• Capability to manage complex operational cases from initiation to resolution.

• Experience in coordinating escalations across Support, Engineering, Product, Billing, Compliance, or external providers.

• Excellent written communication skills and the ability to produce clear documentation.

• Exceptional attention to detail in reviewing account information, customer documentation, message content, provider responses, and incident evidence.

• Ability to work independently while ensuring clear communication with stakeholders.

• Good judgment in applying policies and determining when to escalate issues.

🏝️ Benefits

• An unlimited learning budget for self-improvement aligned with the best interests of Omnisend.

• Working methods and best practices inspired by leading tech companies in Silicon Valley.

• Senior colleagues who foster a high-performing, productive environment that accelerates your growth.

• Private health insurance.

• Opportunities for remote work.

• Unlimited access to psychotherapy services.

• A workstation budget.

• Personalized work anniversary gifts (options include house cleaning, spa days, international flights, and more based on the year).

• Attractive workations and team-led team-building events.