Deliverability & Compliance Manager (Cross-channel with SMS focus)

Job description

Working at Omnisend is... kind of boring. Not the soul-crushing kind of boring — more like the “no drama, no chaos, just smart people doing great work” kind. The kind that lets you focus on what matters, without pointless meetings, micromanagement, or bureaucracy. We’re data-driven. We test, we iterate, we improve. Gut feelings don’t drive decisions — insights do. We trust each other. We’re transparent, give actionable feedback, and honestly listen. No egos, no hand-holding — just a team of experienced professionals moving fast, adapting easily, and delivering impact. Omnisend is customer-funded and customer-driven. Our work is rooted in solving real problems that help ecommerce brands grow. No empty promises — we bring in results. And yes, we have fun. But the grown-up kind — workations, team gatherings, the occasional party. No forced fun, no awkward icebreakers. Just genuine moments with a team that actually enjoys working together. We are looking for a **Deliverability & Compliance Manager** with a cross-channel focus and deep SMS expertise to help protect sender reputation, maintain compliance, and improve customer outcomes across Omnisend’s messaging channels. The primary focus of this role will be SMS operations, including toll-free number and Sender ID verification, 10DLC registration, carrier policies, delivery-receipt analysis, rejection investigation, opt-in and opt-out correctness, provider coordination, and customer-impacting incident resolution. The role will also contribute to broader Deliverability & Compliance initiatives across email and SMS byimproving shared processes, documentation, standards, escalation workflows, and operational reporting. This is a hands-on individual-contributor role that does not involve people managemen ### What you’ll do - **SMS deliverability and compliance** - Investigate rejected, failed, delayed, or partially delivered SMS messages. - Analyze delivery receipts, provider responses, error codes, carrier behavior, and account configuration. - Diagnose whether an issue is related to customer setup, content, provider behavior, carrier filtering, account security controls, or a potential product defect. - 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 when provider incidents result in failed messages or credit-impacting issues. **Cross-channel deliverability and compliance** - 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 for relevant senders, accounts, and customer cohorts. - Identify patterns that affect deliverability across channels and recommend shared controls or process improvements. - Help establish consistent standards for consent, suppression, sender identity, content compliance, escalation, and incident documentation. - Apply channel-specific requirements while maintaining a consistent cross-channel operating framework. **Incident investigation and escalation** - Own complex deliverability and compliance cases from initial investigation through resolution. - Prepare concise escalation summaries that include the issue, impact, evidence, root-cause hypothesis, requested action, and next steps. - Coordinate with Customer Support, Technical Support, Billing, Product, Engineering, Legal or Compliance, and external providers. - Identify when an issue requires a product fix, provider escalation, policy clarification, customer action, or operational workaround. - Follow up with responsible teams and confirm that resolution and prevention actions have been completed. - Contribute to post-incident reviews and ensure that recurring issues are tracked over time. **Documentation and operational improvement** - Create and maintain playbooks, SOPs, templates, troubleshooting guides, and escalation workflows. - Improve the speed, consistency, and quality of SMS registration and approval processes. - Standardize internal and customer-facing explanations for common verification, rejection, deliverability, and compliance scenarios. - Identify opportunities for small operational automations that reduce manual effort, errors, and unnecessary handoffs. - Turn recurring incidents into prevention measures, product feedback, or process changes. - Share knowledge with CX, Deliverability & Compliance, Product, and Engineering teams. **Communication and stakeholder management** - Explain technical deliverability and compliance topics clearly to technical and non-technical audiences. - Provide Customer Support teams with accurate guidance and customer-ready language. - Communicate provider delays, verification decisions, compliance restrictions, and technical findings in a concise and practical way. - De-escalate difficult customer-impacting situations while maintaining policy consistency. - Keep stakeholders informed about risks, blockers, progress, and expected resolution paths. ### We expect that you’ll bring: - 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. ### What we offer in return: - Gross salary starting from 3000 EUR/month based on experience - 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 - Hybrid work (in Vilnius, Kaunas, Charleston): three days a week in the office with your team, two from home. Fully remote if you’re based elsewhere - Possibility to work from anywhere in the world - 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