Sr Operations Manager - Commercial Messaging

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Job Overview

T-Mobile is a leader in commercial messaging innovation, delivering scalable, customer-first communication experiences. We are seeking a Senior Product Operations Manager to drive operational excellence across our messaging products and platforms.

In this role, you will lead the performance, reliability, and operational health of messaging and compliance services. You'll work closely with aggregator partners and cross-functional teams, including product, engineering, and support-to resolve issues, improve platform capabilities, and ensure a high-quality experience for customers and partners.

This position goes beyond traditional product support. You will play a key role in shaping how messaging products evolve by leading cross-functional initiatives, optimizing processes, and driving data-informed decisions across the product lifecycle.

The Senior Product Operations Manager is responsible for enabling the successful delivery and scale of T-Mobile's commercial messaging solutions, with a focus on aggregator partnerships and API-driven platforms. This role connects product strategy with execution, ensuring alignment across product, engineering, partner management, and operations.

The ideal candidate combines technical expertise, strong operational rigor, and experience working within partner ecosystems. You will streamline product delivery, monitor platform performance, and enhance the end-to-end experience across SMS, MMS, RCS, and emerging messaging channels.

This role is available in our Bellevue, WA HQ and requires a minimum of four days in office!

Platform & API Operations

• Act as the central operations owner for commercial messaging APIs, ensuring availability, scalability, and adoption across internal and external partners.
• Monitor platform KPIs, diagnose performance issues, and partner with engineering for resolution and continuous improvement.
• Lead readiness planning for new API features, changes, and deprecations-including documentation, release planning, and partner communications.

Aggregator & Partner Management Support

• Serve as the operational liaison between product and aggregator partners; support onboarding, critical issues, SLAs, and feedback loops.
• Drive process improvements that increase the efficiency of partner integrations, provisioning, and lifecycle management.
• Ensure partner alignment on compliance, throughput, routing configurations, and operational performance standards.
• Conduct annual QBRs (Quarterly Business Reviews) with aggregator and strategic partners to review performance, align on goals, share roadmap insights, and identify opportunities for growth and improvement

Product & GTM Support

• Support product managers in defining and delivering go-to-market strategies by owning operational components like internal enablement, feedback collection, and process rollout.
• Coordinate cross-functional alignment between Customer Success, and Support to ensure end-to-end operational readiness for new features and launches.
• Develop and maintain dashboards, reports, and tooling that increase visibility and decision-making around platform usage, issues, and trends.

Incident & Risk Management

• Lead cross-functional incident triage and resolution for messaging-related disruptions.
• Proactively identify operational risks across messaging services and workstreams; implement mitigation strategies and communication plans.

Qualifications & Experience

Required

• 5+ years of experience in product operations, partner operations, or technical program management, preferably in telecom, CPaaS, or messaging platforms.
• Strong working knowledge of commercial messaging protocols (SMS, MMS, RCS) and REST APIs.
• Validated experience supporting partner or aggregator ecosystems in a high-scale, fast-paced environment.
• Exceptional cross-functional communication and project management skills.
• Ability to work with ambiguity and drive structure in unstructured environments.

Preferred

• Background in enterprise SaaS, CPaaS, or mobile network operator environments.
• Familiarity with tools such as Postman, JIRA, Confluence, Tableau, and monitoring tools (e.g., Datadog, Splunk).
• Technical literacy with API debugging, traffic monitoring, and basic scripting for operational automation.

• At least 18 years of age
• Legally authorized to work in the United States
• At least 18 years of age
• Legally authorized to work in the United States

Travel

:

Travel Required (Yes/No): Yes

DOT Regulated

:

DOT Regulated Position (Yes/No): No

Safety Sensitive Position (Yes/No): No

Base Pay Range: $105,400 - $190,200

Corporate Bonus Target: 20%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here.

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing

ApplicantAccommodation@t-mobile.com

or calling 1-844-873-9500. Please note, this contact channel is not a means to

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EOE StatementWe Take Equal Opportunity Seriously - By ChoiceT-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.