Carrier Operations & Commercial Manager - CPaaS

Key Responsibilities

Strategic Supplier & Carrier Management

Own end-to-end supplier and carrier relationships supporting enterprise customer traffic. Maintain diversified routing options across countries to ensure redundancy, cost efficiency, and SLA stability. Negotiate dedicated rate cards, volume-based discounts, long-term commercial agreements, and currency protection mechanisms. Conduct regular supplier performance reviews aligned with customer SLAs and business objectives. Develop alternate routing and sourcing strategies to reduce dependency on individual suppliers.

Commercial Ownership & Margin Protection

Own gross margin performance across all assigned traffic. Manage vendor pricing repositories with accurate version control and effective-date governance. Ensure alignment between vendor costs, customer pricing, and routing assignments. Identify and mitigate margin erosion caused by carrier cost increases, pricing gaps, and contractual misalignment. Support strategic pricing initiatives, customer renewals, commercial negotiations, and RFP responses. Drive continuous cost optimization opportunities without compromising service quality.

Routing Governance & Commercial Oversight

Define routing strategies for each country by balancing cost, delivery performance, latency, and spam-filtering considerations. Collaborate with Engineering and NOC teams to optimize routing performance through LCR and N-Best strategies. Ensure all routing changes are documented, approved, and maintained with proper effective dates. Minimize service disruption risks and maintain routing stability for live customer traffic. Review routing performance regularly and recommend optimization opportunities.

Billing & Reconciliation Management

Reconcile vendor invoices against traffic volumes, contracted rates, and applicable currency terms. Investigate invoice discrepancies and lead resolution with carriers and suppliers. Ensure zero overpayment exposure and strong financial governance. Validate customer billing reports prior to release. Ensure billing accuracy against contractual pricing, country-specific regulations, and channel-based rates. Partner with Finance teams during month-end closures, revenue reviews, and audit activities. Maintain complete audit trails for billing and reconciliation activities.

SLA & Quality Assurance

Monitor SMS delivery rates, DLR accuracy, latency performance, complaint rates, and spam-filtering incidents. Identify service quality risks and implement proactive corrective actions. Conduct testing and validation campaigns when required. Work closely with carriers and operations teams to improve service quality and delivery performance. Ensure adherence to customer SLAs and operational commitments.

Risk & Compliance Management

Monitor and mitigate risks related to SMS pumping, artificial traffic inflation, grey routes, and regulatory violations. Ensure compliance with country-specific A2P messaging regulations and industry standards. Maintain governance documentation and audit-ready records. Support internal and external compliance reviews. Establish controls to prevent revenue leakage and fraud-related losses.

Executive Reporting & Strategic Support

Prepare monthly business reviews covering gross margin performance, cost trends, supplier dependency, and SLA adherence. Provide actionable insights and recommendations to leadership teams. Support strategic commercial negotiations, account renewals, and business expansion initiatives. Contribute to long-term account growth strategies while protecting profitability. Present performance updates and risk assessments to senior stakeholders.

Required Experience

9–12 years of experience in CPaaS operations, enterprise messaging, wholesale SMS, or carrier management environments. Strong experience managing global carriers, aggregators, and enterprise messaging suppliers. Hands-on expertise in multi-country pricing management and effective-date governance. Proven experience in invoice reconciliation, billing validation, and revenue assurance. Strong knowledge of A2P SMS ecosystems, carrier routing, and OTT messaging economics. Experience supporting large global enterprise accounts is highly preferred.

Required Skills & Competencies

Commercial Acumen

Strong understanding of messaging margins, country-level profitability, and cost optimization opportunities.

Negotiation Skills

Proven ability to negotiate commercial agreements, discounts, and strategic supplier contracts.

Financial Governance

Strong expertise in billing control, reconciliation, revenue assurance, and financial reporting.

Enterprise Account Management

Ability to manage SLA-sensitive enterprise customers and high-volume messaging operations.

Analytical & Data Management Skills

Strong capability to work with large datasets, pricing structures, performance reports, and financial models.

Stakeholder Management

Ability to collaborate effectively with Finance, Operations, Engineering, Product, Vendor Management, and Leadership teams.

Key Performance Indicators (KPIs)

Gross margin stability and growth. Reduction in cost per message. Zero client billing discrepancies. Minimal vendor invoice variances. SLA adherence above agreed benchmarks. Delivery rate and DLR accuracy improvements. Fraud loss prevention and risk mitigation. Reduced dependency on single suppliers across countries. Successful completion of audits and compliance reviews.