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Manager - Technical Support Operations (SaaS)

Manager - Technical Support Operations (SaaS)

Webengage

3 - 5 years

9 - 13 Lacs

Mumbai Bengaluru

Posted:5 days ago| Platform:

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Skills Required

Usage Operational excellence Bfsi SMS Data collection Healthcare Continuous improvement Stakeholder management Gaming Operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

At WebEngage , we re transforming how consumer brands engage with their customers. With a robust marketing automation platform and deep integrations with leading CPaaS (Communication Platform as a Service) providers, we re looking for a CPaaS Operations manager to manage and scale our CPaaS onboarding, deliverability, and communication infrastructure across channels (Email, SMS, WhatsApp, RCS).

Responsibilities :

Customer Onboarding & Configuration

Lead the team that executes the end-to-end onboarding journey for CPaaS customers.
Ensure accurate data collection, platform setup, and successful service activation.
Conduct communication channel testing (Email, SMS, WhatsApp, RCS) and validate integrations.
Deliver training on vendor portals and WebEngage platform usage.

Deliverability & Operational Excellence

Manage a team to monitor and analyze campaign performance across channels to flag deliverability issues related to inboxing / other errors.
Recommend best practices to enhance inbox placement and reduce spam or bounce rates.
Lead monthly deliverability reports, spot checks, and mitigation strategies.
Track and implement regulatory and compliance updates (e.g., DLT, TCPA, TRAI, GDPR).

Strategic & Product Collaboration

Act as a subject matter expert in Email/SMS/WA configurations.
Partner with the product team to ensure compliance and integrate deliverability best practices.
Develop and refine strategies for message content, reputation, and delivery across regions like India and MEA.

Project & Stakeholder Management

Coordinate across internal stakeholders, vendors, and customers to ensure seamless onboarding and campaign execution.
Maintain transparency through timely status updates and escalations.
Ensure structured handover from onboarding to post-go-live support teams.

Team Leadership

Manage and mentor a team of Analysts.
Drive continuous improvement in team performance through training, performance reviews, and operational frameworks.
Promote knowledge-sharing and development of internal documentation and case studies

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Webengage

Software Development

Mumbai Maharashtra

201-500 Employees

7 Jobs

Key People

Ankit Utreja

Co-founder & CEO
Avlesh Singh

Co-founder & COO
Rohan Sinha

Co-founder & CTO

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Manager - Technical Support Operations (SaaS)