Own the product strategy, roadmap, commercial performance, and operational reliability of a multi-market messaging and verification stack. Responsibilities include managing CPaaS and messaging providers, negotiating contracts, optimizing routing and costs, improving deliverability and verification completion, overseeing supplier performance, forecasting spend, coordinating incident response, and ensuring compliance across emerging African markets.
About the role
We are building a communications engine that keeps millions of customers across Africa and Latin America connected, verified and engaged.
This role owns the product and commercial direction of our messaging stack including bulk SMS, RCS, WhatsApp Business, voice and verification across 10+ live markets in a fast-moving iGaming environment. Deliverability, speed and cost directly affect customer experience, conversion and operating expenditure.
You will sit at the intersection of Product, Engineering, partnerships and operations: selecting and managing aggregators and CPaaS providers, defining routing and failover requirements, and building the commercial discipline that turns messaging into a competitive advantage.
If you understand the economics of A2P messaging and have felt the impact of a failed OTP journey in a live market, this is your remit.
What you'll be doing
Product Strategy and Roadmap
- Own the messaging and verification roadmap across markets, balancing reliability, customer experience, cost and speed to market.
- Translate the needs of CRM, Growth, Customer Operations and local market teams into clear product requirements and priorities.
- Define channel selection and fallback strategies for verification, transactional and promotional communications.
- Assess new channels and capabilities against market availability, permitted use cases and measurable business value.
- Partner with Engineering to deliver integrations, routing capabilities, monitoring and operational tooling.
Commercial Partner Management
- Own the selection, evaluation and ongoing performance of messaging aggregators, CPaaS providers and other relevant partners.
- Lead negotiations on pricing, volume commitments, service levels, payment terms and contractual protections, working with vendors and Legal.
- Build a clear view of messaging economics by market, channel, provider and use case.
- Reduce operating costs through better rates, routing, channel selection and supplier allocation while protecting delivery quality.
- Maintain supplier scorecards, run performance reviews and hold partners accountable for service failures and commercial commitments.
- Manage supplier concentration risk and ensure critical markets have credible alternatives.
Deliverability and Operational Performance
- Own business outcomes for delivery success, latency and verification completion across the messaging stack.
- Define routing, retry and failover requirements with Engineering, including provider redundancy for critical customer journeys.
- Establish reporting that connects provider delivery data with customer outcomes, including completed verification.
- Lead provider escalations and coordinate incident response with Engineering and market teams when messaging performance deteriorates.
- Drive root-cause reviews and corrective actions for recurring failures.
- Plan capacity and supplier readiness for peak events, campaigns and new market launches.
Cost Control and Governance
- Own messaging spend forecasts and performance against budget, working with Finance and business stakeholders.
- Track cost per delivered message and cost per successful verification, alongside total spend and volume.
- Identify avoidable costs from unnecessary retries, duplicate messages, inefficient channel choices and suspicious traffic.
- Partner with Security and Fraud teams to detect and reduce OTP abuse and artificial traffic.
- Work with Legal, Compliance and local teams to ensure messaging activity meets applicable requirements and provider policies, including consent, sender registration and iGaming use restrictions.
What you'll bring
- 8+ years in messaging / CPaaS / communications, in product, commercial or a hybrid role.
- Experience with A2P SMS, RCS Business Messaging and WhatsApp Business — pricing models, template/conversation, sender IDs, DLT/registration..
- Experience in cost management, vendor negotiations, modelling per-message and per-conversion costs, and presenting data to senior leadership.
- Experience with Verification and CRM Products - and the ability to translate operations/commercialisation into concise requirements that align with technical and product visions.
- Deep understanding of delivery, latency and cost dashboards; pull and interpret data to provide insight and support solutions.
- Experience operating across emerging markets within Africa, understanding local regulations and adapting to new landscapes.
- Experience collaborating cross-functionally, to align with partners, internal teams and executives.
Even better if
- Background in highly regulated industries.
- Hands-on experience and existing relationships with regional vendors within Africa.
- Experience reading API docs, understanding webhooks and integration constraints.
- Experience with channels and tooling: email, push, in-app, USSD, chatbots/conversational AI, and CDP.
- Experience standing up multi-vendor routing across providers.
If you're interested, we encourage you to apply! Every application is reviewed by a member of our team (AI is not used in our recruitment process), and we aim to respond within 48 hours.
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