Deliverability & Compliance Manager – Cross-channel, SMS focus

Job not on LinkedIn

🔥 39 minutes ago

🇭🇷 Croatia – Remote

💵 €3k / month

⏰ Full Time

🟡 Mid-level

🟠 Senior

🚔 Compliance

👻 Ghost score 0%

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Omnisend

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🛍️ eCommerce

📣 Marketing

☁️ SaaS

eCommerce • Marketing • SaaS

Omnisend is an email and SMS marketing automation platform designed to help eCommerce businesses effectively reach and engage their customers. With a suite of tools for building customer relationships through email and SMS campaigns, Omnisend offers features such as segmentation, automation, and reporting to optimize marketing efforts. The platform integrates with numerous eCommerce tools, making it easy to manage customer interactions from one place. Omnisend's user-friendly interface allows businesses to create personalized, on-brand experiences for their customers, all while aiming to enhance sales through targeted marketing strategies.

📋 Description

• Investigate rejected, failed, delayed, or partially delivered SMS messages • Analyze delivery receipts, provider responses, error codes, carrier behavior, and account configuration • Diagnose whether issues relate to customer setup, content, provider behavior, carrier filtering, account security controls, or potential product defects • Manage toll-free number, 10DLC, Sender ID, and related SMS registration workflows • Review business documentation and identify missing or incorrect information required for verification or number porting • Investigate rejection patterns and recommend actions to prevent repeat failures • Apply carrier policies, content restrictions, opt-in requirements, opt-out handling, and suppression rules • Coordinate with SMS providers on verification delays, rejected submissions, delivery issues, and suspected provider-side incidents • Support customer-impact remediation, including escalation to Billing for failed messages or credit-impacting issues • Contribute to deliverability and compliance operations across email and SMS • Support email authentication and sender-reputation initiatives involving SPF, DKIM, DMARC, domain or IP warmup, bounce monitoring, complaint monitoring, and blocklist prevention • Participate in compliance audits • Identify cross-channel deliverability patterns and recommend shared controls or process improvements • Establish standards for consent, suppression, sender identity, content compliance, escalation, and incident documentation • Own complex deliverability and compliance cases from investigation through resolution • Prepare escalation summaries covering issue, impact, evidence, root-cause hypothesis, requested action, and next steps • Coordinate with Support, Engineering, Product, Billing, Legal or Compliance, and external providers • Determine when issues require product fixes, provider escalations, policy clarification, customer action, or operational workarounds • Follow up on resolution and prevention actions and contribute to post-incident reviews • Create and maintain playbooks, SOPs, templates, troubleshooting guides, and escalation workflows • Improve SMS registration and approval processes • Standardize explanations for verification, rejection, deliverability, and compliance scenarios • Identify operational automation opportunities • Turn recurring incidents into prevention measures, product feedback, or process changes • Share knowledge with CX, Deliverability & Compliance, Product, and Engineering teams • Explain technical topics to technical and non-technical audiences • Provide Customer Support with accurate guidance and customer-ready language • Communicate provider delays, verification decisions, compliance restrictions, and technical findings • De-escalate customer-impacting situations and keep stakeholders 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 investigation and root-cause analysis skills • Ability to manage complex operational cases from intake through resolution • Experience coordinating escalations across Support, Engineering, Product, Billing, Compliance, or external providers • Strong written communication skills and the ability to create clear documentation • Excellent attention to detail when reviewing account information, customer documentation, message content, provider responses, and incident evidence • Ability to work independently while maintaining clear stakeholder communication • Good judgment when applying policies and deciding when to escalate

🏖️ Benefits

• An unlimited learning budget for self-improvement complying with the best interest of Omnisend • Working methods and best practices inspired by the best tech companies in Silicon Valley • Senior colleagues that enable us to have a high-performing, productive environment where your growth will accelerate • Private health insurance • Remote work possibilities • Unlimited access to psychotherapy • A workstation budget • Personalized work anniversary gifts (house cleaning, spas, international flights & more that you choose depending on the year) • Attractive workations and team-led team-building events