Job Description
Why TrueML? TrueML is a mission-driven financial software company that aims to create better customer experiences for distressed borrowers. Consumers today want personal, digital-first experiences that align with their lifestyles, especially when it comes to managing finances. TrueML’s approach uses machine learning to engage each customer digitally and adjust strategies in real time in response to their interactions. The TrueML team includes inspired data scientists, financial services industry experts and customer experience fanatics building technology to serve people in a way that recognizes their unique needs and preferences as human beings and endeavoring toward ensuring nobody gets locked out of the financial system. About This Role: At TrueML, digital communication isn’t just a back-office utility—it is our core strategic moat and a vital revenue differentiator. As the Sr. Manager, Channel Operations, you will lead and scale the communication delivery engine that connects our platform with millions of consumers. Your critical mission is to transform our email, SMS, and messaging channels into an unshakeable corporate asset. Leading a high-performing team of specialists, you will balance day-to-day operational execution and compliance safeguards with high-level vendor orchestration and client-facing performance advocacy. What You’ll Do: Own the Delivery Engine: Lead the end-to-end operational strategy to monitor, analyze, and maximize daily performance KPIs across email, SMS, and digital messaging channels (including delivery, inbox placement, bounce, and opt-out rates). Scale Next-Gen Channels: Drive the business strategy, carrier approval processes, and vendor coordination required to pioneer the rollout of RCS (Rich Communication Services) and other emerging message verticals. Orchestrate a Complex Vendor Footprint: Manage accountability, tier pricing optimizations, and contract renewals across our extensive vendor network (including Twilio, SparkPost, Netcore, Omnivery, and Loftware Digital). Govern Channel P&L: Partner closely with Finance leadership to track operational expenses and monitor unit economics, leveraging our massive volume to consistently reduce overall business costs. Establish the Source of Truth: Audit and resolve cross-functional data discrepancies across reporting systems, delivering a definitive data layer regarding unique consumer reach and open metrics to Marketing and the Executive Leadership Team. Protect Compliance Boundaries: Implement comprehensive governance frameworks to proactively manage risks associated with SMS carrier requirements (10DLC), TCPA regulations, and anti-spam legislation. Advocate for the Platform: Interface confidently with enterprise clients during deep-dive audits, translating technical deliverability metrics into clear business value and revenue-retention impacts. De-Risk and Automate: Collaborate with Product and Engineering teams to map out system dependencies and replace manual operational bottlenecks with scalable, automated workflows. Who You Are: An Experienced Operational Strategist: You bring 7+ years of professional experience in data-driven channel operations, lifecycle marketing operations, or deliverability strategy. A Proven Leader: You have 5+ years of direct people management experience with a track record of coaching, scaling, and developing high-performing operational talent. A Deliverability Subject Matter Expert: You possess an in-depth, strategic understanding of backend ESP health, inboxing parameters, IP warming strategies, and deliverability principles—without needing to be a software developer. Fluent in Compliance Architecture: You have a firm grasp of core communication protocols (SPF, DKIM, DMARC) and strict industry compliance requirements like TCPA and 10DLC. Data-Fluent and Analytical: You are highly proficient in leveraging business intelligence platforms (such as Looker and SQL) to trace channel health, pull trends, and uncover hidden performance gaps. Technically Literate: While you won’t be writing code or maintaining scripts, you are highly comfortable collaborating alongside technical infrastructure teams and understand code-adjacent concepts (APIs, GitHub). An Elite Communicator: You are equally effective at leading internal technical deep-dives as you are translating complex deliverability metrics into a high-level business narrative for enterprise banks or corporate auditors. $150,000 - $200,000 a year For U.S.-based hires, the overall base salary framework for this role currently spans $150,000 to $200,000. The applicable base salary range for any individual hire depends on the geographic labor market associated with the employee’s primary work location along with other factors such as relevant skills, experience, and qualifications. Geographic labor markets are divided into “tiers” based upon a number of factors, including cost of living. Below, you’ll find a few example cities representative of each tiers: U.S. Geo Tier 1(i.e. San Francisco, New York City, Boston) U.S. Geo Tier 2(i.e.Austin, Denver, Phoenix) U.S. Geo Tier 3(i.e.Kansas City, Jacksonville, Indianapolis) We encourage you to speak to your recruiter to learn more about our compensation philosophy as well as discuss our benefits, total rewards, and opportunities for growth. What We Offer (Perks & Benefits) Flexible vacation Medical/dental/vision insurance Traditional/Roth retirement savings options Company-paid disability and life insurance Flexible Spending Account & Limited FSA Family-friendly parental leave, volunteer and voting time off On-demand wellness platform access for you and 5 friends and family PerkSpot discount program for 900+ merchants nationwide Remote Work, Travel Expectations & Physical Requirements: This role supports a global, cross-functional business and operates primarily in a Remote-First environment. However, flexibility outside of standard business hours and occasional local or international travel may be necessary for global operations support, company meetings, training, offsites, and collaborative projects. This position primarily involves computer-based work, requiring extended periods at a computer, participation in virtual meetings, and use of standard office technology. We will consider reasonable accommodations to enable individuals to perform the essential functions of the role. Maintaining a reliable internet connection and a professional work environment is expected. The ability to protect confidential company, employee, customer, and business information while working outside of a company office is also required. Personally Identifying Information We collect personal information for employment purposes. We do not sell personal information. Most of the information we have is provided to us by you and/or collected as part of the employment process. For more details on how we use, share, and delete personal information see our Privacy Policy. Dedication to Diversity & Inclusion We are an equal opportunity employer. We promote, value, and thrive with a diverse and inclusive team. Different perspectives contribute to better solutions and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.
