About UsThe Company: Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.
The Product: Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more.
About the RoleWe are seeking a Mobile Messaging Operations Specialist to support Dotdigital customers globally in the successful utilization of SMS, MMS, and other mobile messaging forms. The ideal candidate should be able to demonstrate strong expertise in commercial A2P or enterprise SMS messaging operations. Knowledge of the nuances of the US SMS landscape, including consent management, S.H.A.F.T., and the relevant application processes, is strongly preferred.
After completing the onboarding process, the successful applicant will be expected to work primarily within US Eastern Time business hours (9am - 5.30pm US Eastern). This is to provide prompt support to our Americas team and customers during their work day, and allow for progression of tasks when our regional suppliers are online. While occasional flexibility may be accommodated with advanced notice, be aware that this role requires working outside of your standard local hours:
SA working hours - 16:00 - 00:30UK working hours - 14:00 - 22:30PL working hours - 15:00 - 23:30*please note: the hours might vary slightly due to clocks changing
Key responsibilities include: Responding to customer inquiries, requests, and needs, including troubleshooting mobile messaging delivery anomaliesRaising, progressing, and escalating tickets with suppliers and assigning numbers to customer accountsReviewing customer applications to ensure compliance with best practices, minimizing the number of revision steps to optimize application success ratesCommunicating account setup requirements and expectations clearly with internal stakeholdersIdentifying recurring patterns in request types, triggering creation of reusable resources to enhance global mobile messaging supportEnabling other Dotdigital teams in effectively managing customer expectations and experience throughout the customer journeyWorking to gain a deep understanding of customers' business and operational objectivesAssisting in developing metrics to evaluate the impact of successful implementationsCollaborating to streamline operational tasks in real-timeSupporting global mobile messaging operationsFostering and maintaining industry relationships to facilitate escalationsContributing to thought leadership through participation in industry associationsAbout you2-3 years of hands-on experience in the mobile industry, specifically with A2P SMS/MMS, and a comprehensive familiarity with suppliers, vendors, and their processesProven strong customer service experienceIn-depth understanding of mobile messaging within both the digital marketing and telecommunications ecosystemsAbility to independently research and navigate regional complexities of mobile messaging including network restrictions, legislative requirements, and consent best practicesExperience with journey and diagnostic testingProficiency in accurately estimating timelines for application processes and confidence in holding providers accountable to timelinesSelf-motivated, decisive, and proactive approachAdaptable in a rapidly shifting industry and able to keep up with breaking newsExcellent written communication skillsSkilled in prioritizing competing tasks, maintaining a sense of urgency, taking accountability, and operating with transparencyWillingness to work with customers in multiple time zones and demonstrate flexibility in working schedule, while also valuing personal timeAppreciative of the importance of thorough documentation - both writing and using itA creative thinker and problem solver who enthusiastically delves into delivery-related challengesA dedicated team player, ready to adapt priorities for the team's overall successWhy UsDon't just take our word for it - hear what your future colleagues have to say about working in our team:
"I love being part of a team of smart, funny, and dedicated email and mobile messaging geeks, with the support of a business where leadership really understands and values the importance of the work we do."Tam - Head of Messaging Operations Interview Process15min Screening Call with Team TalentInterview 1: 30min conversation with a team member to quiz your mobile messaging knowledgeInterview 2: 1hr conversation with Messaging Operations leadership diving deeper into your expertiseInterview 3: 1hr conversation with leadership to make sure we're a perfect fit for each otherSome of Our Global BenefitsParental leaveMedical benefitsPaid sick leaveDotdigital dayShare rewardWellbeing rewardWellbeing DaysLoyalty rewardDEI commitmentAs an equal opportunities employer we are committed to equality in all its practices with regard to race, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. If you have any additional requirements or adjustments to assist an application then please don't hesitate to contact us and advise us how we can best support you.
Legal statementNo agencies/recruiters please. We are only accepting applications directly from the applicants. If you are a recruiter, please refrain from reaching out to our staff about this position. Anything contrary will be treated as unsolicited approach under the applicable data protection law.
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