Messaging Strategy & Operations Manager

Attentive

About The Position

Attentive® is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. We’re the only marketing platform that combines powerful technology with human expertise to build authentic customer relationships. By unifying SMS, RCS, email, and push notifications, our AI-powered personalization engine delivers bespoke experiences that drive performance, revenue, and loyalty through real-time behavioral insights. Recognized as the #1 provider in SMS Marketing by G2, Attentive partners with more than 8,000 customers across 70+ industries. Leading global brands like Crate and Barrel, Urban Outfitters, and Carter’s work with us to enable billions of interactions that power tens of billions in revenue for our customers. With a distributed global workforce and employee hubs in New York City, San Francisco, London, and Sydney, Attentive’s team has been consistently recognized for its performance and culture. We’re proud to be included in Deloitte’s Fast 500 (four years running!), LinkedIn’s Top Startups, Forbes’ Cloud 100 (five years running!), Inc.’s Best Workplaces, and the Human Rights Campaign Foundation's Corporate Equality Index! About the Role We’re looking for a Messaging Strategy & Operations Manager to join our Strategy & Operations team. This team builds and manages the operational processes that help Attentive’s messaging products run reliably, efficiently, and at scale. In this role, you’ll own complex operational workflows across product launches, partner processes, internal tooling, reporting, and cross-functional execution. You’ll help translate ambiguous requirements into clear processes, build scalable workflows, improve operational visibility, and partner with teams across Product, Engineering, Client Strategy, Sales Ops, RevTech, BI, and external partners. You’ll act as a bridge between external partners, internal systems, and cross-functional teams, turning complex operational requirements into clear workflows, better tooling, and reliable execution.

Requirements

4+ years of experience in operations, technical operations, program management, business operations, customer operations, strategy, or a related role.
Strong organizational and project management skills, with the ability to manage multiple operational workstreams with minimal guidance.
Excellent communicator who can adapt across technical teams, customer-facing teams, external partners, and leadership, including during escalations and high-stakes situations.
Comfortable working cross-functionally with Product, Engineering, Sales Ops, RevTech, BI, Client Strategy, and external partners.
Analytical and systems-minded, with experience using tools such as Salesforce, Looker, Excel, Google Sheets, SQL, Zapier, Datadog, or similar platforms.
Able to create structure in ambiguity, define requirements, and turn manual or inconsistent workflows into repeatable processes.
Comfortable documenting processes, training teammates, and acting as a subject-matter expert for specialized workflows.
Self-starter who takes ownership, proactively flags risks, and looks for opportunities to improve operational quality and scalability.

Responsibilities

Lead and improve end-to-end operational workflows for emerging product initiatives, including intake, tracking, issue resolution, launch readiness, and post-launch support.
Translate external partner requirements and internal product constraints into clear processes, system updates, documentation, and stakeholder guidance.
Maintain source-of-truth trackers, dashboards, and reporting across tools such as Salesforce, Google Sheets, Looker, and internal systems.
Partner with RevTech, Sales Ops, Product, Engineering, and BI to improve workflows, automation, reporting, and operational tooling.
Build and maintain lightweight automations using tools like Zapier, Salesforce, Google Sheets, or similar systems to reduce manual work and improve accuracy.
Identify and troubleshoot operational breakdowns across tooling, data, automations, and cross-functional handoffs, partnering with technical teams to drive fixes.
Support customer-impacting launches, migrations, and escalations by coordinating timelines, surfacing risks, and keeping stakeholders aligned.
Serve as an escalation point for complex operational questions, partner delays, process gaps, and ambiguous edge cases.
Document new and evolving workflows, maintain internal and external-facing process guides, and train teammates on repeatable processes.
Build team resiliency by documenting institutional knowledge, improving handoff readiness, and training teammates on critical workflows and tools.