Manager - API Product Operations

Plivo's mission is to simplify business communications. Thousands of businesses around the globe, including IBM, Workday, Wolters Kluver, Zomato, Yahoo, and Splunk, rely on Plivo to power their voice and SMS communications on a global scale. Plivo has become a reliable communications platform with its Premium Communications Network that spans 190+ countries.Founded in 2011, Plivo has over 300 employees remotely across the US, India, and Europe. Plivo was a part of YCombinator and is backed by prominent investors, including Andreessen Horowitz and Battery Ventures. Plivo has been profitable for the past 7+ years, an unusual milestone for companies of this scale. Plivo's success has landed it among the leading global CPaaS (Communications Platform as a Service) companies and at the cutting edge of the CPaaS sector, which has a market size of USD 12.5 billion in 2022. It is projected to reach USD 45.3 billion over the next five years.Plivo is a people-centric organization with a culture of ownership. We offer industry-leading compensation and benefits, including excellent healthcare coverage, to our employees.The telecommunication industry is experiencing a major shake up - all major countries are ongoingly introducing new governing guidelines. At Plivo, this uncertainty is anchored by the product operations team. Their primary responsibility is to ensure business continuity while keeping costs & margins in-check. Apart from establishing process and governance structures to ensure the traffic is compliant and audited for fraud/phishing, this team also partners with product managers to run controlled experiments, unlock business cases with no-code/low code workflows and helps customers unlock new use-cases by working closely with carriers. Product operations team is a part of the platform product team.We are looking for an experienced individual who is hands-on with tech, can play around with large sets of data to identify patterns and make decisions, is someone who has a deep understanding of revenue and profitability, and is someone who can drive multiple parallel programs to run a part of the global product ops for Plivo. This role requires you to lead and mentor a team of few product and business analysts. This role is well-suited for candidates who have spent a few years as a Lead Business Analyst or Product Manager in a tech company and are looking to transition into product operations. It may also be a good fit for Program Managers, Ops Leaders, or Managers from a Founder's office who have experience working in fast-paced, high-scale B2C companies. Roles & ResponsibilitiesOwn traffic compliance and de-risk CPaaS business. Run programs to ensure 100% traffic is compliant as per governing laws. Proactively identify and address fraud, phishing on the platformDesign and define SOPs and tracker for compliance programsTrain larger teams on SOPs established Own margins of the CPaaS businessOwn deliverability, routing and product service qualityHands-on with GSheets, Excel, SQL, Dashboarding - Pull out data, figure out anomalies, move the needle, have a decent understanding of APIs and technology.Work with sales and support teams to unblock their day-to-day operations with respect to product solutions & problem solving.Know basic scripting to be able to automate day-to-day work, run experiments, ability to run parallel programs and manage critical threadsExcellent verbal and written communication skillsWork with product marketing to ensure product documentation is up to dateDriven and proactive with communication & stakeholder managementAbility to work in a fast-paced and dynamic environmentThis role requires you to lead and mentor a team of few product and business analystsQualificationsBachelor's degree in Business, Finance, Economics, Statistics, Computer Science, or related field.Master's degree preferred.Minimum of 5 years of experience in a similar role within a tech or SaaS companyShould have managed a team of 2-3 direct reportsSoftware development background, experience with REST APIs, AI tools and LLM platforms is usefulWhat this role/ team is not responsible forWhile this role/ team feeds inputs to the product development, this team is not involved in building the core product alongside engineeringWhile this role/ team may contribute to the operations side for new product launch, they do not own go-to market of productsWhat's in it for youAs part of the platform product operations team, you will truly get to witness and learn the nuances of the telecommunication industry. Within a short span of time, you will get an in-depth understanding of the industry and will be a subject matter expert. You will also get to work closely with international customers, vendors and colleagues - and learn the cultural nuances of working in a large regulated global set-up. PRB