Sr Manager - Customer Interaction Suite
Tata Communications · Pune · onsite · Posted 1d ago
Not disclosedFresherfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Broad Outline of the Role Responsible for managing carrier and partner operations within the Messaging domain, with the objective of ensuring high service availability, optimal message delivery performance, regulatory compliance, cost efficiency, and an enhanced customer experience. The role involves managing relationships with telecom carriers, messaging aggregators, and strategic partners driving operational excellence monitoring service quality leading network and routing optimization initiatives negotiating commercial agreements and implementing improvements to support business growth. This is a tactical and operational leadership role with significant impact on messaging performance, partner relationships, revenue protection, and customer satisfaction.
Minimum Qualifications & Experience Graduate in Engineering, Telecommunications, Information Technology, or related discipline. 12-15 years of experience in messaging operations, telecom carrier management, network operations, vendor management, or communications platforms. Experience working with mobile operators, SMS aggregators, CPaaS providers, or enterprise messaging solutions.
Other Knowledge & Skills Strong understanding of SMS, OTP, A2P Messaging, RCS, WhatsApp Business, and related messaging technologies. Experience in carrier and partner relationship management. Knowledge of routing, delivery optimization, and messaging quality management. Commercial acumen including pricing, contracts, and SLA management. Customer experience and service management. Strong analytical and problem-solving skills. Understanding of telecom regulations, anti-spam requirements, and messaging compliance. Experience in driving operational improvements and automation initiatives.
Key Responsibilities
Lead messaging carrier and partner operations to achieve service availability, delivery success rate, and customer experience targets.
Manage relationships with telecom operators, messaging aggregators, CPaaS providers, and strategic partners to ensure service quality and business objectives are met.
Monitor messaging delivery performance, route health, latency, throughput, and failure trends, ensuring timely resolution of issues.
Drive periodic operational reviews and governance meetings with carriers and partners, ensuring adherence to SLAs and contractual commitments.
Identify and implement routing, capacity, and quality improvements to optimize message delivery and operational efficiency.
Lead escalation management for critical messaging incidents, providing direction and support to operational teams and external partners.
Ensure compliance with regulatory, telecom, and security requirements across all messaging services and partner integrations.
Analyze partner performance, traffic trends, delivery metrics, and cost drivers to support strategic decision-making and business growth.
Collaborate with product, engineering, operations, security, and commercial teams to introduce new messaging capabilities and enhance customer engagement.
Manage customer-impacting incidents and partner escalations, ensuring timely communication and resolution.
Build and lead a high-performing carrier and partner management team while driving continuous improvement initiatives across operations, service quality, and cost management.
Key KPIs
Message Delivery Success Rate (DSR)
OTP Success Rate
Carrier SLACompliance
Mean Time to Resolution (MTTR)
Partner PerformanceScorecards
Network Availability/Uptime
Sourced from foundit
Skills
Kubernetescustomer interaction suiteChatbotcarrier managementRegulatory ComplianceNetwork Operations
About Tata Communications
Tata Communications
Telecom
5.9k+
employees
1986
40 years old
Mumbai, Maharashtra
India
About
Tata Communications facilitates digital transformation for enterprises worldwide, enhancing connectivity, cloud solutions, and operational efficiency through advanced services.
Industries
Telecom
Employee ratings
4,031 reviews
3.9/ 5
Culture
3.8
Career growth
3.0
Work-life
3.9
Employees rate it well for
Work Life Balance431Salary381Work Culture381Job Security327Work Environment284
Find them on