Deliverability & Compliance Manager – Cross-channel, SMS focus

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

📋 Description

• Investigate SMS messages that are rejected, failed, delayed, or partially delivered.

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

• Determine whether issues are related to customer setup, content, provider actions, carrier filtering, account security controls, or potential product defects.

• Oversee workflows related to toll-free numbers, 10DLC, Sender ID, and SMS registration.

• Examine business documentation and pinpoint missing or incorrect information necessary for verification or number porting.

• Investigate patterns of rejections and suggest measures to prevent future failures.

• Implement carrier policies, content restrictions, opt-in requirements, opt-out handling, and suppression rules.

• Collaborate with SMS providers regarding verification delays, rejected submissions, delivery issues, and suspected incidents on the provider side.

• Assist in remediation efforts that impact customers, including escalation to Billing for failed messages or issues affecting credits.

• Contribute to deliverability and compliance operations across both email and SMS platforms.

• Support email authentication and sender reputation initiatives involving SPF, DKIM, DMARC, domain or IP warmup, bounce monitoring, complaint monitoring, and preventing blocklists.

• Participate in compliance audits.

• Identify patterns in cross-channel deliverability and recommend shared controls or process enhancements.

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

• Own complex deliverability and compliance cases from initial investigation through to resolution.

• Prepare summaries for escalations that include issue, impact, evidence, root-cause hypotheses, requested actions, and next steps.

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

• Assess when issues necessitate product fixes, provider escalations, policy clarifications, customer actions, or operational workarounds.

• Follow up on resolution and prevention actions while contributing to post-incident reviews.

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

• Enhance SMS registration and approval processes.

• Standardize explanations for verification, rejection, deliverability, and compliance scenarios.

• Identify opportunities for operational automation.

• Transform recurring incidents into preventive measures, product feedback, or process modifications.

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

• Clarify technical subjects to both technical and non-technical audiences.

• Provide Customer Support with precise guidance and customer-ready language.

• Communicate regarding provider delays, verification decisions, compliance restrictions, and technical findings.

• De-escalate situations impacting customers and keep stakeholders updated.

⛳️ 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 skills in investigation and root-cause analysis.

• Ability to manage complex operational cases from intake to resolution.

• Experience 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 when reviewing account information, customer documentation, message content, provider responses, and incident evidence.

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

• Good judgment when 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.

• Support from senior colleagues that fosters a high-performing, productive environment conducive to your growth.

• Private health insurance.

• Opportunities for remote work.

• Unlimited access to psychotherapy services.

• A budget for workstation setup.

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

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