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

Omnisend· Customer Experience
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Remote€3k/mo+Full-timePosted 1mo ago

About the role

Deliverability & Compliance Manager with cross-channel focus and deep SMS expertise to protect sender reputation, maintain compliance, and improve customer outcomes across Omnisend’s messaging channels (primary focus on SMS operations, including toll-free number and Sender ID verification, 10DLC registration, carrier policies, delivery-receipt analysis, rejection investigation, opt-in/out correctness, provider coordination, and incident resolution). Hands-on individual-contributor role.

Responsibilities

  • 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.

Qualifications

  • 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.

Skills

Required:SMS registration and deliverabilityInvestigation and root-cause analysisCross-channel coordination

Benefits

  • 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 a high-performing environment with accelerated growth
  • Private health insurance
  • Remote work possibilities
  • Hybrid work (Vilnius, Kaunas, Charleston): three days in the office, two from home; Fully remote if 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)
  • Attractive workations and team-building events
Last updated Oct 23, 2026. Interested? Apply on the company site.

About Omnisend

Email and SMS Marketing for Ecommerce Businesses | Omnisend

Omnisend helps ecommerce brands grow with Email & SMS marketing for Shopify, WooCommerce, and more—returning $79 for every $1 spent.

Email marketingSMS marketingEcommerceAutomationSegmentationForms and popupsReportsChannels
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