Omnisend

Product Manager

• Create, align, and implement the Product Communications strategy across Product, GTM, CX, and leadership
• Own launch follow-ups, customer education, segmentation, and product adoption
• Build upsell flows and churn-prevention automations, taking ownership of churn contribution
• Grow the webinar and partner program and enable product presentations
• Automate campaign operations and speaker and partner coordination using automation and AI
• Clarify how the organization works with Product Communications
• Equip Sales, CX, Support, and Marketing with current product information
• Hire for open roles, including lifecycle, and define team structure and responsibilities
• Track launch adoption, retention impact, revenue, and churn contribution; report results to leadership and optimize programs
• Lead the Product Communications team within Customer Experience while working closely with Product and Marketing

Director of Product Communications

Graphics Designer

• Create product illustrations with a consistent, fresh visual style that feels current and recognizably Omnisend
• Design banners for the website, social media, ads, and campaigns
• Create visual assets that bring newsletters to life and make emails more engaging
• Prepare print-ready files for flyers, stickers, and other event materials
• Work closely with the Communications & Creative team
• Own projects from the first sketch to the final file
• Contribute ideas and help build a recognizable Omnisend visual language

Mid-Senior Graphic Designer, Illustrator – Freelance

Compliance

• Investigate rejected, failed, delayed, or partially delivered SMS messages
• Analyze delivery receipts, provider responses, error codes, carrier behavior, and account configuration
• Diagnose issues related to customer setup, content, provider behavior, carrier filtering, account security controls, or potential product defects
• Manage toll-free number, 10DLC, Sender ID, and related SMS registration workflows
• Review business documentation for verification or number porting
• Investigate rejection patterns and recommend preventive actions
• Apply carrier policies, content restrictions, opt-in requirements, opt-out handling, and suppression rules
• Coordinate with SMS providers on verification delays, rejected submissions, delivery issues, and suspected provider-side incidents
• Support customer-impact remediation and escalate credit-impacting provider incidents to Billing
• Contribute to email and SMS deliverability and compliance operations
• Support SPF, DKIM, DMARC, domain/IP warmup, bounce monitoring, complaint monitoring, and blocklist prevention initiatives
• Participate in compliance audits and identify cross-channel deliverability patterns
• Establish standards for consent, suppression, sender identity, content compliance, escalation, and incident documentation
• Own complex deliverability and compliance cases from investigation through resolution
• Prepare escalation summaries with issue, impact, evidence, root-cause hypothesis, requested action, and next steps
• Coordinate with Support, Engineering, Product, Billing, Legal/Compliance, and external providers
• Contribute to post-incident reviews and track recurring issues
• Create and maintain playbooks, SOPs, templates, troubleshooting guides, and escalation workflows
• Improve SMS registration and approval processes
• Identify operational automation opportunities and turn recurring incidents into prevention measures or product/process changes
• Share knowledge with CX, Deliverability & Compliance, Product, and Engineering teams
• Explain technical topics to technical and non-technical audiences
• Provide Customer Support with accurate guidance and customer-ready language
• Communicate provider delays, verification decisions, compliance restrictions, and technical findings
• De-escalate customer-impacting situations and keep stakeholders informed

Director of Product Communications

Mid-Senior Graphic Designer, Illustrator – Freelance

Deliverability & Compliance Manager – Cross-channel, SMS focus