MOBILE OPERATIONS MANAGER
Description:
The Mobile Operations Manager will be responsible for the maintenance and onboarding of a client’s mobile program. This includes developing complex mobile journeys for a client’s customer base, as well as performing thorough end to end testing and QA (Quality Assurance) on the final solution. This role works in a fast-paced technology support environment using innovative technologies while having the ability to work with enterprise clients face-to-face. Creative problem solving and troubleshooting skills will lead to success in this position and future advancement!
As a Mobile Operations Manager, roles and responsibilities on a typical day might include the following:
- Onboard clients SMS/MMS programs into the Zeta Marketing Platform.
- Owning, managing & maintaining onboarding and ongoing documentation.
- Communicating and gathering project requirements, dependencies, and timelines.
- Work closely alongside other internal teams to finalize mobile solution.
- Executing mobile campaign configurations. (i.e. webhooks, segmentation, targeting, snippets, and user journeys)
- Performing thorough Quality Assurance checks and end to end testing of user journeys.
- Triage technical issues with multiple internal teams. (i.e. Engineering, Product, Solutions, Tech Support)
- Understanding the needs of the client and performing technical adjustments according to their specification.
- Actively participating in internal and external calls to understand upcoming projects or campaigns.
- Leading client or internal training on campaign process, platform tools & custom applications.
- Work with internal teams to advocate for product enhancements.
- Beta testing product features and upgrades.
- Communicate with vendors about detailed project status, requirements, and any changes to program.
- Maintain relationships with clients by providing support, information, and guidance on their mobile program.
Qualifications and Preferred Skills:
- Knowledge of mobile best practices and legal compliances is a plus.
- Exposure to SMS/MMS (messaging) business applications and terminology is a plus.
- Experience with REST APIs and JSON is a plus.
- Must have strong critical thinking skills.
- Ability to dissect a problem into manageable actions as to maintain continuous movement towards a solution.
- Self-starter who requires minimum supervision.
- Strong written communication skills that allow you to easily breakdown complex systems in a way that non-technical clients/teams can understand.
- Strong oral communication skills that allow you to effectively communicate to our internal technical teams when discussing project requirements and dependencies.
- Effective communication skills are essential to engage with clients during onboarding and throughout project execution.
- Must have the ability to multi-task and prioritize work independently.
- Familiarity with project management methodologies; understanding of scope, requirement gathering, dependencies, and scheduling work.
- Must have a high attention to detail with the ability to produce flawless work in rapid succession.
- Must have a strong understanding of customer service standards.
- Ability to work well in a team environment and provide support to team members as needed.
- Bachelor's degree or equivalent work experience/training.
- Proficient in Microsoft Office applications, especially Excel and Outlook, as well as Smart sheets.