Deliverability & Compliance Manager - Cross-channel with SMS focus

What you’ll do

•  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.

We expect that you’ll bring:

• 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.

What we offer in return:

• Compensation 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 us to have a high-performing, productive environment where your growth will accelerate
• Private health insurance
• Remote work possibilities
• Hybrid work (in Vilnius, Kaunas, Charleston): three days a week in the office with your team, two from home. Fully remote if you’re 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 that you choose depending on the year)
• Attractive workations and team-led team-building events