Carrier Operations & Commercial Manager - CPaaS

Role Purpose

To serve as the commercial and carrier operations owner for the Comviva’s global messaging accounts, ensuring:

• Cost-efficient and high-quality message delivery
• Vendor ecosystem optimization
• Accurate routing governance
• Billing accuracy and margin protection
• Contractual compliance across countries and channels

This role acts as the commercial control tower for the UPS and other key accounts, managing supplier relationships, pricing negotiations, routing economics, and financial reconciliation end-to-end.

The objective is to protect and expand gross margins while ensuring operational excellence for a mission-critical global enterprise client.

Scope of Responsibility

• Global SMS and OTT messaging traffic for key accounts
• Multi-country coverage
• Multiple vendor ecosystem (aggregators, direct telcos, CPaaS partners)
• High-volume, SLA-sensitive enterprise messaging

Key Responsibilities

Strategic Supplier & Carrier Management (UPS-Focused)

• Own vendor relationships specifically supporting Customer traffic.
• Maintain diversified routing options per country to ensure:
• Redundancy
• Cost efficiency
• SLA stability
• Negotiate:
• Dedicated rate cards
• Volume-based discounts
• Long-term commercial holds
• Currency protections
• Conduct periodic supplier performance reviews aligned to Account SLAs.

Commercial Ownership & Margin Protection

• Own gross margin performance for traffic.
• Maintain accurate vendor rate versioning and effective-date tracking.
• Ensure alignment between:
• Vendor cost
• Client pricing
• Routing assignments
• Identify and mitigate:
• Margin erosion due to vendor cost increases
• Country-specific pricing risks
• Contract misalignment
• Support leadership in strategic pricing discussions and RFP responses.

Routing Governance (Commercial Oversight)

• Define routing approach per country balancing:
• Cost
• Delivery rate
• Latency
• Spam filtering risks
• Oversee LCR/N-Best strategies in coordination with engineering/NOC.
• Ensure all routing changes are documented with effective dates in internal system.
• Minimize disruption risk to live traffic.

Billing & Reconciliation Control

Vendor Invoices

• Reconcile vendor invoices against:
• Customer traffic volumes
• Effective vendor rates
• Currency terms
• Identify discrepancies and lead dispute resolution.
• Ensure zero overpayment exposure.

Client Billing Validation

• Validate billing reports before release.
• Ensure billing accuracy against:
• Contract pricing
• Country rules
• Channel-specific rates
• Support Finance during month-end and quarterly reviews.

SLA & Quality Assurance

• Track and manage:
• SMS delivery rate
• DLR accuracy
• Latency
• Complaint rates
• Spam filtering incidents
• Run test campaigns when needed.
• Proactively mitigate quality risks before they impact Clients.

Risk & Compliance Management

• Monitor and mitigate fraud risks:
• SMS pumping
• Artificial traffic inflation
• Grey routes
• Regulatory violations
• Ensure compliance with country-specific A2P rules.
• Maintain audit-ready documentation for enterprise governance.

Executive Reporting & Strategic Support

• Provide structured monthly updates on:
• Gross margin performance
• Cost trends
• Vendor dependency exposure
• SLA adherence
• Support senior leadership in:
• Commercial negotiations
• Renewal discussions
• Expansion opportunities
• Contribute to account growth strategy while protecting profitability.

Required Experience

• 9–12 years in:
• CPaaS operations
• Wholesale voice/SMS carrier management
• Enterprise messaging environments
• Direct experience handling large global enterprise accounts preferred.
• Strong exposure to:
• Effective-date pricing
• Multi-country rate management
• Invoice reconciliation
• Carrier negotiations
• Deep understanding of A2P SMS ecosystem and OTT messaging economics.

Critical Competencies

• Commercial Acumen
• Understands margin dynamics per country and per message.
• Negotiation Capability
• Confident handling global carriers and aggregators.
• Financial Discipline
• Strong reconciliation and billing governance mindset.
• Enterprise Sensitivity
• Understands SLA pressure and executive-level accountability.
• Data Fluency
• Comfortable working with large datasets and structured ledger systems.

Key KPIs

• Gross margin stability or improvement
• Cost per message reduction over time
• Zero billing discrepancies to client
• Vendor invoice variance below defined threshold
• SLA adherence above agreed benchmark
• Fraud loss prevention
• Reduction in dependency on single supplier per country

Why This Role Is Critical

UPS is a strategic, multi-country, SLA-sensitive enterprise account.

This Role Ensures

• Delivery reliability
• Commercial defensibility
• Cost competitiveness
• Audit-grade financial control
• Sustainable margin expansion

It Directly Impacts

• Account retention
• Renewal leverage
• Enterprise credibility
• Long-term CPaaS growth strategy