Product Ops Engineer - API Product Operations

Plivo is a cloud communications platform that empowers businesses to connect, engage and interact with their customers with confidence.

Plivo’s mission is to simplify business communications. Thousands of businesses around the globe, including IBM, Workday, Wolters Kluver, Zomato, Yahoo, and Splunk, rely on Plivo to power their voice and SMS communications on a global scale. Plivo becomes a reliable communications platform with its Premium Communications Network that spans 190+ countries.

Founded in 2011, Plivo has over 300 employees remotely across the US, India, and Europe. Plivo was a part of YCombinator and is backed by prominent investors, including Andreessen Horowitz and Battery Ventures. Plivo has been profitable for the past 7+ years, an unusual milestone for companies of this scale. Plivo’s success has landed it among the leading global CPaaS (Communications Platform as a Service) companies and at the cutting edge of the CPaaS sector, which has a market size of USD 12.5 billion in 2022. It is projected to reach USD 45.3 billion over the next five years.

Plivo is a people-centric organization with a culture of ownership. We offer industry-leading compensation and benefits, including excellent healthcare coverage, to our employees.

About the team – Product Operations

The telecommunication industry is experiencing a major shake up – all major countries are ongoingly introducing new governing guidelines. At Plivo, this uncertainty is anchored by the product operations team. Their primary responsibility is to ensure business continuity while keeping costs & margins in-check. Apart from establishing process and governance structures to ensure the traffic is compliant and audited for fraud/phishing, this team also partners with product managers to run controlled experiments, unlock business cases with no-code/low code workflows and helps customers unlock new use-cases by working closely with carriers. Product operations team is a part of the platform product team.

What would you be doing?

• This role involved owning Product Operations responsibilities as part of one of Plivo’s Product Teams.
• Responsible for product delivery on requirements for various business functions for internal and external customers.
• Manage relationships with Plivo partners/vendors and drive continuous improvement with them.
• Conduct regular business review meetings with Plivo partners / vendors and highlight issues and areas for improvement.
• Onboard new vendors/partners by owning the process end to end including technical, quality, and operational flows.
• Drive quality of product offering by constantly identifying, highlighting, and escalating any quality dips or issues observed internally or with partners/vendors.
• Maintain ownership of issues until resolved completely and show a high degree of customer focus.
• Understand technical concepts and issues and drive reliable technical solutions and a consistently exceptional service experience.
• Drive results on a number of key metrics by analyzing problem areas and proactively driving solutions

Who would be the right fit?

• Must have minimum experience of 1 - 3 years in a vendor-facing support business.
• Good technical aptitude to ramp up on technical and business concepts.
• Must have excellent verbal and written communication skills in the English language.
• Demonstrable problem solving and troubleshooting skills, logical thought process.
• Business data analysis and good skills in tools such as MS Excel and Google sheets.
• Working knowledge of SQL is preferred.
• Good to have an understanding of commerce platform concepts and procedures including online services, general billing, and commerce systems processes (e.g., invoicing, credit card transactions).
• Must have polished interaction and great interpersonal skills to interact with our global partners.

What’s in it for you

• As part of the platform product operations team, you will truly get to witness and learn the nuances of the telecommunication industry. Within a short span of time, you will get an in-depth understanding of the industry and will be a subject matter expert. You will also get to work closely with international customers, vendors and colleagues – and learn the cultural nuances of working in a large regulated global set-up. All of these apart from:

Perks & Benefits:

• Remote First Culture.
• Home office Infra Allowance.
• Industry-leading compensation and benefits.
• Premium Healthcare/Wellness benefits for Employee and Family.
• Open culture and working with a young and dynamic team.
• Career advancement opportunities.
• Generous vacation policy leading to great work life balance.