Mobile Messaging Operations Specialist

21 hours ago

Apply Now

Receive Emails with Similar Jobs

Dotdigital

WebsiteLinkedInAll Job Openings

Email Marketing • Marketing Automation • Marketing Strategy • Managed Services

201 - 500

Description

• Support Dotdigital customers in the successful utilization of SMS, MMS and other mobile messaging forms • 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

Requirements

• 2-3 years of hands-on experience in the US 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

Benefits

• Parental leave • Medical benefits • Paid sick leave • Dotdigital day • Share reward • Wellbeing reward • Wellbeing Days • Loyalty reward