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TrueML is a mission-driven fintech company using machine learning to improve customer experiences for distressed borrowers through digital-first engagement. The company's core strategic advantage lies in digital communication channels—email and SMS—which are vital revenue differentiators.
As a Channel Operations Specialist, you will support both Email and SMS operations at scale, handling day-to-day operational and client-facing work so senior specialists can focus on strategic initiatives like deliverability strategy and risk management.
Key responsibilities include:
**Client & Stakeholder Support**: Serve as the primary operational point of contact for clients and internal teams, managing routine communications, status updates, follow-ups, and request tracking. Ensure all tasks are documented, routed, and resolved promptly.
**Email Operations**: Assist with account setup, implementation, and onboarding for new clients. Own a subset of lower-complexity accounts for routine operational support. Perform daily monitoring of email performance and deliverability indicators, escalating bounce, complaint, or traffic anomalies as needed.
**SMS Operations**: Support SMS onboarding, integrations, and application setup (10DLC/Short Code). Monitor daily SMS performance and data quality. Assist with requirement gathering and cross-stakeholder coordination.
**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.
**Documentation & Process**: Maintain SOPs, runbooks, onboarding checklists, and client-specific documentation. Own intake and triage of routine tickets. Support incident coordination by documenting issues and tracking actions.
**Coverage & Continuity**: Provide backup coverage for routine operational tasks during PTO, absences, or workload spikes, reducing single-point-of-failure risk.
You bring 1–3 years of experience in operations, client support, campaign/channel management, or related coordination roles. You're detail-oriented, comfortable with performance dashboards and reporting, and have some familiarity with email deliverability concepts (bounce rates, complaints, domain/IP reputation) or are eager to build that expertise. You have exposure to or interest in SMS compliance and setup requirements. You're experienced with or quick to learn ESPs, CPaaS platforms (e.g., Twilio), or marketing operations tooling. You communicate clearly and professionally with clients and internal stakeholders, and you're comfortable with basic SQL and Python for data exploration and automation.
