Messaging Operations Manager

About our client
Our client is redefining marketing for ecommerce companies. By introducing SMS as an entirely new channel for ecommerce stores to engage, retain, and convert their customer base, brands are seeing huge ROI with our client. Backed by Greylock, Y Combinator, and other top investors, our client is growing fast and looking for remarkable people to help build a world-class organization.
About the Role
As the Messaging Operations Manager, you will lead and develop the team responsible for activating and porting sending numbers into our client to support new clients. You will own team performance and strategy, ensuring our merchants receive an exceptional activation experience while maintaining the highest compliance standards across industry guidelines.
You will manage a remote team of Messaging Operations Specialists, setting direction and goals for the function, managing vendor relationships, and partnering cross-functionally with Onboarding, Customer Success, and Product Teams to continuously improve how our client operationalizes compliance at scale.
The ideal candidate is an experienced people manager with strong project management skills and experience using AI tools to build efficiency into processes. You will be managing a customer-first operations team in a fast-paced environment.
Primary Duties
Team Leadership & Development
Manage, develop, and grow a team of Messaging Operations Specialists; conduct regular 1:1s, performance reviews, and career development conversations aligned to the Messaging Operations career track.
Build a high-performance team culture grounded in FEACH values: Fearlessness, 80/20, Animal, Customer-First, and Humility.
Recruit and onboard top talent; own headcount planning for the function in partnership with leadership.
Coach team members at all levels toward their next stage of growth, using clear performance expectations and actionable feedback.
Operational Excellence
Own the day-to-day performance of the team; ensure SLAs, quality targets, and customer satisfaction are consistently met across the activation and compliance caseload.
Monitor team capacity and caseload distribution; proactively address gaps and prioritization challenges.
Serve as the escalation point for complex or high-risk compliance and activation issues within the team.
Track, analyze, and report on team and function-level metrics; use data to drive continuous improvement and inform leadership decisions.
Messaging Operations Ownership
Own and evolve the team’s messaging operations program: SLAs, policies, playbooks, training, quality standards, and vendor relationships.
Lead efforts to scope and integrate new markets internationally and implement new processes within the team.
Monitor for changes within the ecosystem and proactively manage internal activities required to meet new expectations.
Stay current on US messaging compliance developments (CTIA, A2P, toll-free) and proactively assess their impact on our client's compliance posture and merchant base.
Set and maintain team-wide standards for risk assessment, merchant eligibility evaluation, and escalation protocols.
Strategy & Cross-functional Partnership
Set team goals and strategic direction with support from leadership; develop and execute plans to scale team capabilities as our client grows.
Partner closely with Product, Onboarding, and Customer Success to represent the Messaging Operations function and contribute to cross-functional initiatives.
Identify operational bottlenecks, propose and drive process improvements, and champion adoption of best practices across the team.
Contribute to our client's broader compliance strategy by sharing insights, surfacing trends into operational requirements.
What We’ll Love About You
Required
5+ years of experience in a people management role.
Demonstrated ability to manage, develop, and retain a team
Experience using AI tools to improve efficiency within teams
Strong organizational and project management skills; ability to manage competing priorities and drive results in a fast-paced, high-growth environment.
Excellent communication skills; comfortable presenting to and collaborating with internal teams at a senior level.
Experience leading cross functional initiatives
Experience developing and evolving documentation, playbooks, and operational processes.
Demonstrated ability to function independently and lead a team with minimal direction.

Nice to Have
Experience in messaging compliance, familiarity with SMS marketing operations
Knowledge of US messaging compliance frameworks: TCPA, CTIA guidelines, toll-free, and A2P regulations.
Experience in a SaaS, ecommerce, or marketing technology environment.
Familiarity with carrier and aggregator portals, number provisioning workflows, and vendor coordination.
Experience in managing teams in a remote environment.
Background in customer-facing roles (customer success, onboarding, or support) at any level.
What You’ll Love About Us
High-growth startup — plenty of room for you to directly impact the company and grow your career.
Fully remote work environment with a collaborative, mission-driven team.
Competitive compensation.
A team that truly lives FEACH — you’ll work alongside people who are fearless, excellent, and relentlessly customer-first.
What to Expect from Our Hiring Process
Intro Call: A quick call with our Recruiter to get to know you and share more about the role.
Hiring Manager Intro: A conversation with your future manager to dive deeper into the position and the team.
Virtual Onsite Interviews: A series of video calls with 2–4 team members — your chance to ask questions and get a feel for who you’ll work with.
Final FEACH Interview: Our values interview, assessing how you embody FEACH professionally and personally.
Offer: We send an offer and (hopefully) you accept. Welcome to our client!

Skills

5+ years of experience in a people management role with demonstrated ability to manage, develop, and retain a team, strong organizational and project management skills, excellent communication skills comfortable presenting to senior internal teams, experience leading cross functional initiatives, and ability to develop and evolve documentation, playbooks, and operational processes.

Experience in messaging compliance and SMS marketing operations, knowledge of US messaging compliance frameworks including TCPA, CTIA guidelines, toll-free and A2P regulations, experience in a SaaS, ecommerce, or marketing technology environment, familiarity with carrier and aggregator portals and number provisioning workflows, experience managing teams in a remote environment, and background in customer-facing roles.