Job
Description
We are looking for a Senior Product Operations Manager to drive operational excellence, streamline processes, and optimize engagement strategies across voice, text, and AI-based automation workflows. This role is critical in managing complex dialling strategies, campaign execution, compliance adherence, and process optimization to ensure a high-impact and efficient product operations function. Key Responsibilities: 1. Project & Process Management Oversee and manage the entire call funnel and texting operations . Coordinate new project setup and execution. Develop and maintain roadmaps for product operations, aligning with R&D and operational objectives. Define and implement best practices in workflow automation and process optimization. 2. Engagement & Optimization Strategy Design and implement automation workflows to optimize engagement and conversion rates. Lead A/B testing and experimentation to improve dialling and texting strategies. Enhance lead segmentation, ranking, and scoring models . Implement AI-driven engagement workflows using NLP, LLMs, and intelligent automation. 3. Dialling & Texting Strategy Develop and optimize dialling strategies to improve conversion rates. Configure and manage dialler settings , including AMD, call routing, and IVR updates. Oversee texting operations , ensuring compliance with 10DLC, toll-free regulations, and carrier guidelines. 4. Compliance & Regulatory Adherence Ensure adherence to FTC, TCPA, and other applicable regulations . Monitor and remediate caller ID flagging and compliance risks. Maintain logs, reporting, and proactive alerts for compliance and risk mitigation . 5. Data & Performance Analysis Conduct root cause analysis (RCA) and triage failures in dialling, texting, and automation workflows. Implement real-time monitoring of dialler and call performance KPIs . Develop reporting dashboards and actionable insights to improve campaign efficiency. 6. AI & Automation Integration Manage and improve Text AI and Voice AI automation workflows. Work closely with engineering teams to prioritize feature requests and enhancements. Experiment with new AI-powered engagement tools to optimize lead qualification. 7. Team & Vendor Management Lead cross-functional coordination with marketing, operations, engineering, and compliance teams . Manage relationships with external vendors for dialling, messaging, and branded calling solutions. Train and mentor junior team members, ensuring operational excellence. Key Skills & Qualifications: Project Management Expertise Experience in managing complex workflows and optimizing operational processes. Automation & AI Knowledge – Understanding of NLP, LLMs, and workflow automation tools (e.g., Zapier, Power Automate). Dialling & Contact Center Operations – Strong knowledge of Vicidial, Asterisk, SIP, DID management, and dialling optimization . Data Analytics & Experimentation – Expertise in cohort analysis, A/B testing, lead segmentation, and funnel analysis . Compliance & Risk Management – Familiarity with 10DLC, TCPA, FTC regulations , and compliance monitoring. Campaign & Engagement Strategy – Ability to design and execute texting and calling strategies to enhance conversions. Cross-functional Collaboration – Strong communication and coordination skills to work with engineering, marketing, and ops teams . Required Experience: 6+ years of experience in Product Operations, Business Operations, Growth, or Contact Center Strategy . Prior experience in fintech, SaaS, e-commerce, or telecommunications is preferred. Proven track record in process automation, workflow optimization, and operational analytics . Strong knowledge of CRM platforms, dialler systems, and customer engagement tools . Why Join Us? Opportunity to lead and shape a high-impact product operations team . Work in a fast-paced, innovative environment with cutting-edge AI and automation tools . Collaborate with global teams across India, Nigeria, and Indonesia . Competitive salary, remote flexibility, and growth opportunities.
