Global Messaging Operations Specialist

Crisis24•Annapolis, MD

13d

About The Position

The Global Messaging Operations Specialist is responsible for supporting end-to-end management, performance, and maintenance of all customer-facing message delivery channels used in Crisis24’s product platforms. This role supports the operational health of such channels, maintaining compliance with international and country-specific regulations, supporting key vendor relationships, and striving for continuous improvement in delivery efficiency, cost, and reliability. The ideal candidate is a proactive team player who can balance day-to-day operational management and an evolving compliance-intense environment.

Requirements

Proven experience in operations, delivery, or a related field.
Deep understanding of delivery modalities such as SMS, email, and voice.
Strong analytical skills with the ability to interpret performance data and make data-driven decisions.
Exceptional negotiation and vendor management skills.
Excellent communication and interpersonal skills, with the ability to effectively collaborate with internal teams and external partners.
Experience navigating complex international regulations and compliance requirements.
Proactive problem-solver with a strong sense of ownership and accountability.

Responsibilities

Oversee the operational health of delivery channels (e.g., SMS, email, voice etc).
Manage and maintain all required registration documents, approvals/exemptions, and coverage documentation.
Provide troubleshooting and support for reported delivery issues, coordinating with internal teams and vendors to drive timely resolution and share information to manage customer expectations as applicable.
Continuously monitor and analyze key performance metrics, including success/failure rates, volumes, and throughput.
Proactively identify and resolve performance issues, coordinate regular testing across different countries, and drive initiatives to increase throughput and efficiency.
Cultivate and maintain strong relationships with delivery vendors.
Assist with negotiations for pricing and service-level agreements.
Assist with evaluating and onboarding new vendors, and assist with managing the vendor lifecycle.
Stay up-to-date on country-specific regulations and requirements for delivery channels.
Assess the impact of regulatory changes on operations and lead the implementation of necessary process adjustments and communications.
Monitor vendor costs and escalate changes for reconsideration of our pricing, packaging, and billing as needed.
Identify opportunities for cost savings through negotiation and optimization.
Perform other duties as assigned.