Platform Operations Manager

Sent, Inc.•New York, NY

About The Position

We're hiring a Platform Operations Manager to own what happens after a customer goes live on Sent - and to make sure the platform keeps getting better because of it. You'll sit at the intersection of customer experience, product, and engineering: troubleshooting delivery issues, identifying patterns, writing specs, and project-managing the fixes all the way through. Sent is a developer-first messaging company. Our customers send time-sensitive, high-stakes messages across SMS, WhatsApp, and RCS. When something breaks, you dig in. When the same thing breaks three times, you make sure it never breaks again. This role combines post-sales technical operations, product improvement, and project management into a single seat with real ownership. You'll work closely with engineering, customer-facing teams, and leadership. This is a hands-on role for someone who is equally comfortable reading API logs and writing a product spec.

Requirements

Have 2+ years in technical operations, solutions engineering, technical program management, or a similar role where you were both hands-on and cross-functional.
Have strong troubleshooting instincts - you can dig into logs, API responses, and carrier behavior to find root causes.
Are experienced with project management and task management tools (Linear, Jira, Notion, or similar).
Communicate clearly in writing - you can produce a clean bug report, a customer-facing update, and a product spec.
Are comfortable working across technical and non-technical stakeholders.
Have a bias toward systems and process - you don't just fix things, you make sure they stay fixed.

Nice To Haves

Experience building or improving internal tooling and workflows from scratch.
Familiarity with developer tools, APIs, and technical documentation.

Responsibilities

Own post-sales technical operations - troubleshoot delivery issues, investigate carrier behavior, and resolve escalations across SMS, WhatsApp, and RCS.
Identify patterns in customer issues and translate them into product requirements and feature requests.
Project-manage cross-functional improvements: coordinate between engineering, product, and customer-facing teams to ship fixes and enhancements.
Build and maintain internal processes for issue triage, escalation, and resolution tracking (Notion, Linear, Slack workflows).
Manage the lifecycle of product and feature requests - intake, prioritization, scoping, and follow-through.
Create and maintain runbooks, internal documentation, and operational playbooks.
Track and report on operational health metrics: resolution times, recurring issues, customer satisfaction.