Volt Labs

Role Description We're hiring a Messaging Operations Program Manager to support and scale the day-to-day operational workflows behind Messaging Ops at Volt. This is a highly detail-oriented role focused on process execution, operational consistency, quality control, and workflow management across messaging registrations and compliance operations. You will work closely with leadership, customer teams, and vendors to ensure registrations move efficiently through audit, approval, escalation, and delivery workflows. This role is ideal for someone who: - Loves process and organization and thinks systematically - Enjoys building operational structure and noticing details others miss - Likes improving workflows over time - Is comfortable operating in fast-moving environments This is not a pure checklist role. Success requires operational judgment, communication skills, and enough technical fluency to diagnose issues and coordinate next steps across teams. What You'll Own - Registration Audits & Compliance Reviews - Execute and manage messaging compliance audits across 10DLC, Toll-Free, and Short Code channels - Review registration submissions against operational checklists and provider requirements - Validate opt-in flows, CTA language, privacy policies, terms language, and sample messages - Identify registration risks, compliance gaps, and rejection causes - Apply provider- and channel-specific requirements - Document findings clearly and consistently with high audit accuracy - SMS Delivery Compliance Audits - Audit delivery performance and policy adherence across channels and providers - Audit delivery rates, failure patterns, and carrier filtering events across 10DLC, Toll-Free, and Short Code traffic - Identify delivery issues tied to content, routing, sender behavior, or registration status - Review message content and sending patterns for compliance with carrier guidelines and TCPA/CTIA standards - Flag and document delivery anomalies, suppression events, and opt-out handling failures - Coordinate with carriers and vendors to investigate and resolve systemic delivery issues - Queue & Workflow Management - Manage registration workflows across Asana, Retool, and internal systems - Triage incoming registrations and customer requests by status, priority, provider, and escalation need - Maintain accurate task notes and audit history - Coordinate blocked or failed registrations with internal teams - Ensure operational SLAs and timelines are maintained - QA Review & Customer Feedback Coordination - Prepare internal QA summaries and operational findings - Reconcile audit feedback across reviewers before customer communication - Coordinate customer-facing feedback with Account Managers - Clearly separate required fixes from recommended improvements - Ensure consistency in operational communication standards - Registration Updates, Re-Audits & Follow-Ups - Apply registration edits and operational updates within Volt systems (TCR, carrier systems, Retool, vendor portals) - Manage repeat-cycle registrations and re-submissions - Track unresolved issues and customer follow-up items - Ensure historical audit feedback is accurately referenced across review cycles - Carrier & Vendor Management - Manage carrier-side registration workflows and imports - Own operational escalations with messaging providers through to resolution - Diagnose and drive resolution of registration failures and rejection reasons - Maintain vendor-specific process documentation and escalation playbooks - Preferred vendor exposure: Twilio, Telnyx, Infobip, Vonage, TCR workflows Qualifications - Extremely detail-oriented and process-driven - Strong organizational and follow-through skills - Comfortable managing multiple workflows simultaneously - Clear written communication skills - Strong pattern recognition and problem-solving mindset - Builder mentality with a systems-thinking approach Preferred Experience - Messaging operations, telecom, CPaaS, or compliance operations background - Experience with operational workflows, QA processes, or audit systems - Familiarity with 10DLC, Toll-Free, or Short Code ecosystems - Experience with tools like Asana, Retool, Slack, Postman, or CRM/workflow platforms - Operational troubleshooting or escalation management experience - Cross-functional experience working with customer-facing and technical teams Why This Role Matters Messaging reliability and compliance are core to Volt's customer experience and platform credibility. This role helps ensure messaging operations are accurate, scalable, organized, and consistently executed as Volt grows. We're looking for someone who brings structure to operational chaos, builds repeatable systems, and takes pride in accuracy and consistency, while thriving in an ownership-driven environment.

Role Description We are seeking a proactive, strategic Account Manager to serve as the primary relationship owner for a portfolio of Volt customers. In this role, you will ensure customers achieve meaningful business outcomes using Volt’s messaging infrastructure while driving long-term revenue growth across existing accounts. Success in this role is built around three core pillars: Retention, Expansion, and Advocacy. You will develop deep relationships with customers, guide them through product adoption and growth, identify opportunities to expand the partnership over time, and establish referencable moments to highlight our great work together. You will work cross-functionally with Product, Engineering, and GTM teams to ensure our customers consistently realize value from Volt’s platform. Core Responsibilities - Retention: - Build deep, trust-based relationships that make customers want to stay. - Serve as the primary relationship owner for a portfolio of customer accounts. - Monitor account health and proactively identify risks to prevent churn. - Resolve issues quickly and coordinate internally to deliver solutions. - Ensure customers are realizing measurable value from Volt’s platform. - Develop success plans and engagement strategies to drive long-term retention. - Expansion: - Identify and execute opportunities to grow revenue within existing accounts. - Identify upsell, cross-sell, and usage expansion opportunities. - Understand customers’ evolving business goals and align Volt solutions accordingly. - Drive increased product adoption across teams and use cases. - Partner with Sales and Product teams to support account growth strategies. - Maintain accurate forecasting and account growth tracking. - Advocacy: - Turn satisfied customers into active Volt champions. - Build strong relationships that lead to referrals and new opportunities. - Identify customers willing to participate in case studies, testimonials, and references. - Encourage participation in Volt community initiatives and product feedback loops. - Surface customer insights that inform product improvements and roadmap direction. - Additional Responsibilities: - Onboard new customers and guide them through successful implementation and adoption. - Build scalable playbooks and processes across the customer lifecycle. - Develop data-backed KPIs for customer success performance and account health. - Identify struggling customers early and deploy strategies to improve engagement. - Collaborate cross-functionally with Product, Engineering, and GTM teams. - Collect and analyze customer feedback to improve the Volt platform and experience. Qualifications - Bachelor’s degree in Business, Marketing, or a related field. - 5+ years of experience in Customer Success, Account Management, or a similar role within the CPaaS industry. - Proven track record of successfully executing against significant revenue targets involving large and complex customers. - Ability to lead and communicate cross-functionally with sales, marketing, product, and other departments. - Excellent communication and interpersonal skills, interacting at all levels, and having the ability to build rapport and trust with customers. - Technical aptitude and ability to understand complex information and convey it to others. - Proactive problem-solving skills and an analytical mindset to unlock data-driven decisions. - Ability to manage multiple customer accounts and projects simultaneously, operating in a fast-paced, high-growth environment. - Experience with Customer Success software and CRM tools (e.g., Salesforce, Gainsight) is a plus. Benefits - The compensation for this role is a base salary of $75-90K plus commission. - Volt provides employees with health, dental, vision, and life insurance at no extra cost. - Equity is offered to all employees through stock options.