[Hiring] Deliverability Specialist @TrueML

Role Description

At TrueML, digital communication isn't just a back-office utility—it is our core strategic moat and a vital revenue differentiator. As the "Channel Operations Specialist" on the team, you will support both the Email and SMS channels, supporting operational workload—from client communication to daily performance monitoring—so that senior specialists can focus on deliverability strategy, risk management, and system evolution.

What You'll Do

• Support Clients & Stakeholders:
  • Serve as a day-to-day operational point of contact for clients and internal stakeholders.
  • Manage routine communications, status updates, follow-ups, and request tracking.
  • Ensure tasks are documented, routed, and resolved in a timely manner.
• Support Email Operations:
  • Assist with account setup, implementation, and onboarding execution for new clients.
  • Own a subset of lower-complexity accounts for routine operational support.
  • Perform daily monitoring of email performance and deliverability indicators.
  • Escalate bounce, complaint, or traffic anomalies as needed.
• Support SMS Operations:
  • Support SMS onboarding, integrations, and application setup (10DLC / Short Code).
  • Monitor daily SMS performance and data quality.
  • Assist with requirement gathering and coordination across stakeholders.
• Drive Analytics & Monitoring:
  • Review daily analytics across Email and SMS to identify anomalies, performance shifts, or operational risks.
  • Prepare recurring reporting packages and first-pass summaries.
  • Support launch readiness checks to validate operational requirements before go-live.
• Own Documentation & Process:
  • Maintain SOPs, runbooks, onboarding checklists, and client-specific operational documentation.
  • Own intake and triage of routine tickets.
  • Support incident coordination by documenting issues and tracking actions.
• Provide Coverage & Continuity:
  • Provide backup coverage for routine operational tasks across Email and SMS during PTO, absences, or workload spikes.

Qualifications

• 1–3 years of experience in operations, client support, campaign/channel management, or a related coordination role.
• Comfortable working with performance dashboards and reporting to spot trends, anomalies, and early warning signs across channels.
• Some familiarity with email deliverability concepts (bounce rates, complaints, domain/IP reputation) or eagerness to build that expertise on the job.
• Exposure to, or interest in learning, SMS compliance and setup requirements such as 10DLC and Short Code registration.
• Experience with, or quick to learn, ESPs, CPaaS platforms (e.g., Twilio), or marketing operations tooling.
• Clear communication skills, both written and verbal, with clients and internal stakeholders.
• Comfortable working with SQL and Python for basic data explorations and automations.

Requirements

• Detail-oriented with the ability to manage multiple concurrent requests without dropping details.
• Technology fluent and able to adapt to new tools and platforms quickly.

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.