20 days ago
Chicago, IL, USA or Jersey City, NJ, USAStaff+
Base Salary
$150k - $200k/yr
Responsibilities
- Serve as the highest-level technical expert and final escalation point within Platform Operations and the assigned specialty area.
- Mentor senior engineers and guide cross-functional teams on technical direction, best practices, and complex problem solving.
- Define long-term technical roadmaps and evaluate emerging technologies and industry practices for operational maturity.
- Forecast capacity, optimize costs, and plan technology evolution for sustainable platform scaling.
- Translate business, policy, compliance, regulatory, and ecosystem requirements into operational controls and technical implementations.
- Monitor customer usage, traffic behavior, performance, reliability signals, operational risks, and platform anomalies.
- Design and implement monitoring, alerting, detection, mitigation, optimization, and automated response processes.
- Build tools and workflows that reduce recurring operational, integrity, and customer issues and manual work.
- Ensure operational readiness for features, releases, integrations, and platform changes.
- Optimize onboarding, configuration, service delivery, customer lifecycle operations, and traffic management workflows.
- Document operational best practices, runbooks, and response procedures.
- Collaborate with internal teams, carriers, regulators, industry bodies, and other ecosystem partners on technical and operational initiatives.
Requirements
- Deep specialty expertise in Platform Operations domains such as CPaaS registrations, connectivity, routing, traffic integrity, anti-abuse operations, or SPAM.
- Demonstrated ability to provide authoritative technical leadership, resolve complex operational escalations, and shape long-term technical direction.
- Experience designing monitoring, alerting, detection, automated response, operational controls, and reliability improvements.
- Ability to translate business, regulatory, compliance, and ecosystem requirements into scalable technical and operational solutions.
- Experience with capacity planning, cost optimization, platform scaling, operational readiness, and workflow automation.
- Ability to mentor senior engineers and influence cross-functional teams and external stakeholders.
- Strong understanding of customer experience, platform integrity, service reliability, and traffic management.
Benefits
- Annual bonus eligibility based on individual and company performance.
- Flexible hybrid work model, remote work options, and flexible working hours subject to local regulations.
- Employee Stock Ownership Plan and participation in a company share ownership plan.
- Medical, dental, vision, basic life, short-term disability, and long-term disability insurance.
- 401(k) plan participation with company match.
- Wellness plan of up to $500 per year, prorated based on hire date.
- Up to 23 vacation days and up to 9 sick days annually, with sick-day carryover of up to 9 days.
- Additional leave for marriage, relocation, bereavement, and other major life events.
- Twelve weeks of paid parental leave and fourteen paid holidays annually.
- Career mobility, upskilling, mentorship, onboarding, training, and international mobility opportunities.
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