Staff SMS Deliverability Engineer (Mailchimp)
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About The Position
Mailchimp is a leading marketing platform for small businesses, empowering millions of customers worldwide to build their brands and grow their companies with a suite of marketing automation, multichannel campaigns, CRM, and analytics tools. The Delivery team's mission is to enable small businesses to maximize their reach and engage with their audience by cultivating healthy relationships with media platforms. We are seeking a highly skilled and motivated Senior SMS Deliverability Engineer to join our team. This role will help us meet high customer expectations for delivery, deliverability, and compliance, maintain an excellent sending reputation, create internal and external educational materials, and position our SMS product for long-term success. The ideal candidate will have a deep understanding of SMS deliverability, strong analytical skills, and a passion for enhancing customer experience. As a Senior SMS Deliverability Engineer, you will provide proactive SMS/MMS delivery support to internal teams, helping to resolve customer issues and maintain operational excellence. You will identify and rectify data, process, and technology issues through proactive monitoring, manage relationships with SMS partners to achieve timely resolutions for customers, and assist with issues related to carrier compliance and delivery. Additionally, you will develop and maintain documentation such as delivery best practices and troubleshooting playbooks, create educational materials, including blogs, articles, and webinars, to demystify deliverability and promote best practices. You will collaborate with cross-functional teams to improve efficiency, processes, and performance, provide thought leadership by participating in industry forums, and monitor industry trends and changes in regulations to keep the company and customers informed and compliant. Acting as a subject matter expert on SMS/MMS deliverability and compliance, you will partner with sales, support, and success teams to build scalable paths for customer growth, gather customer feedback, and advocate for product improvements based on their needs. You will also use advanced tools and methodologies to analyze and improve SMS deliverability, stay updated on the latest technologies and best practices in the SMS marketing space, and ensure compliance with all relevant laws and regulations, maintaining a deep understanding of opt-in and opt-out processes.
