About the role
You'll sit on the Broadcast team alongside the Broadcast Manager, reporting to the Director of Day-to-Day Marketing Operations. Email deliverability is handled separately, including a dedicated deliverability partner - you may collaborate on shared suppressions and cross-channel hygiene, but this role is SMS/TCPA-first. We're not looking for a dual email-and-SMS deliverability unicorn.
You'll be a primary point of contact with SMS platform vendors like Twilio, Iterable SMS, and Lime, managing escalations and configurations, and partnering with Legal/Compliance, Broadcast Ops, and RevOps to keep guardrails auditable and execution consistent.
What you'll do
• TCPA & SMS compliance - own consent management, revocation and any-reasonable-method STOP handling, quiet hours, frequency controls, and auditable SMS workflows with Legal/Compliance.
• SMS list health & suppressions - maintain SMS suppressions across brands and projects, including dedicated marketing suppress floors, opt-in quality, and STOP/START lifecycle hygiene so blasts never hit the wrong person or the wrong sender.
• Short codes / 10DLC / throughput - own short-code and 10DLC health (primary vs. VIP codes), throughput and MPS constraints, wrong-sender mapping risks, and vendor escalations when volume or registration blocks sends.
• Systems & tools - system ownership for SMS platform configuration (Twilio, Iterable SMS, Lime as applicable): access, message types and senders, change documentation, and technical escalations.
• Broadcast SOPs - write and maintain SMS/TCPA SOPs (consent, suppress packs, cadence, midweek inventory swaps, QA checklists) that Broadcast and Inventory can actually follow.
• Vendor liaison - serve as the primary SMS vendor contact for support, compliance alignment, and new feature or policy rollouts.
• Cross-functional support - give structured guidance to the Broadcast Manager and day-to-day team so live webinar, VIP, and lifecycle SMS sends match approved standards, with light coordination with email deliverability on shared suppressions only.
• Monitoring & risk - define SMS compliance and deliverability KPIs (delivery, errors, STOP rates, complaint and risk signals), and spot and fix risks before they become incidents.
Qualifications
Required
• A process-driven operator who knows both the legal and technical sides of SMS governance.
• Deep experience in SMS/TCPA compliance - consent, opt-outs, quiet hours, carrier and 10DLC realities. Email deliverability experience is a nice-to-have, not the core hire bar.
• Hands-on with high-volume SMS stacks such as Twilio, Iterable SMS, and/or Lime or similar.
• A strong SOP writer, comfortable influencing Broadcast and Legal without needing a big team underneath you.
• Technical enough to own configuration decisions and work with engineering and RevOps when APIs or mappings break.
Preferred
• 3-5+ years in SMS compliance, messaging ops, or marketing ops with a clear SMS/TCPA focus.
• Direct experience with Twilio and an ESP SMS layer such as Iterable.
• Strong working knowledge of U.S. TCPA and related state rules; CAN-SPAM/email familiarity helpful for cross-channel overlap only.
• Proven ability to write and maintain operational documentation and compliance-focused SOPs.
