About Us
The 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 Role
We 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 - 00:30
- UK working hours - 14:00 - 22:30
- PL 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 anomalies
- Raising, progressing, and escalating tickets with suppliers and assigning numbers to customer accounts
- Reviewing customer applications to ensure compliance with best practices, minimizing the number of revision steps to optimize application success rates
- Communicating account setup requirements and expectations clearly with internal stakeholders
- Identifying recurring patterns in request types, triggering creation of reusable resources to enhance global mobile messaging support
- Enabling other Dotdigital teams in effectively managing customer expectations and experience throughout the customer journey
- Working to gain a deep understanding of customers' business and operational objectives
- Assisting in developing metrics to evaluate the impact of successful implementations
- Collaborating to streamline operational tasks in real-time
- Supporting global mobile messaging operations
- Fostering and maintaining industry relationships to facilitate escalations
- Contributing to thought leadership through participation in industry associations
About you
- 2-3 years of hands-on experience in the mobile industry, specifically with A2P SMS/MMS, and a comprehensive familiarity with suppliers, vendors, and their processes
- Proven strong customer service experience
- In-depth understanding of mobile messaging within both the digital marketing and telecommunications ecosystems
- Ability to independently research and navigate regional complexities of mobile messaging including network restrictions, legislative requirements, and consent best practices
- Experience with journey and diagnostic testing
- Proficiency in accurately estimating timelines for application processes and confidence in holding providers accountable to timelines
- Self-motivated, decisive, and proactive approach
- Adaptable in a rapidly shifting industry and able to keep up with breaking news
- Excellent written communication skills
- Skilled in prioritizing competing tasks, maintaining a sense of urgency, taking accountability, and operating with transparency
- Willingness to work with customers in multiple time zones and demonstrate flexibility in working schedule, while also valuing personal time
- Appreciative of the importance of thorough documentation - both writing and using it
- A creative thinker and problem solver who enthusiastically delves into delivery-related challenges
- A dedicated team player, ready to adapt priorities for the team's overall success
Why Us
Don’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 Process
- 15min Screening Call with Team Talent
- Interview 1: 30min conversation with a team member to quiz your mobile messaging knowledge
- Interview 2: 1hr conversation with Messaging Operations leadership diving deeper into your expertise
- Interview 3: 1hr conversation with leadership to make sure we’re a perfect fit for each other
Some of Our Global Benefits
- Parental leave
- Medical benefits
- Paid sick leave
- Dotdigital day
- Share reward
- Wellbeing reward
- Wellbeing Days
- Loyalty reward
DEI commitment
As 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 statement
No 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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