Product Operations Manager

Job Description

We are looking for a highly versatile Product Operations to act as the right hand to the Product

Manager for the CPaaS platform. This role requires end-to-end knowledge across product, engineering,

integrations, vendors, compliance, onboarding, and customer relations, with the ability

to provide immediate guidance, unblock teams, and drive execution through stakeholders. The role

will act as the central coordination point between Product, Engineering, Ops, Sales, Vendors, and

Customers, ensuring seamless execution of platform initiatives and enterprise deployments.

Key Responsibilities:

1. Product Execution & Delivery Enablement

Translate product roadmap, epics, and requirements into structured Jira epics and stories for

engineering.

Work with engineering leads to align delivery plans, dependencies, and release timelines.

Act as execution owner to ensure roadmap commitments are delivered.

2. Technical Integrations & Platform Knowledge

Maintain deep understanding of integrations

with MoEngage, CleverTap, WebEngage, LeadSquared, CRMs, and enterprise systems.

Provide immediate technical guidance on APIs, webhooks, messaging flows, and platform

architecture.

Escalate and coordinate troubleshooting across engineering and vendors when required.

3. Vendor & Partner Enablement

Serve as the primary technical and product coordination point with Meta, Jio, Vodafone, and

other partners.

Manage escalations, roadmap dependencies, and compliance-driven changes.

Guide vendor migrations and cost-optimization initiatives.

4. Customer Onboarding & Solution Architecture Support

Act as product escalation point for enterprise and government onboarding teams.

Validate solution architectures for large customers and complex deployments.

Support Sales and Presales with demos, technical validations, and POCs when required.

4. Customer Onboarding & Solution Architecture Support

Act as product escalation point for enterprise and government onboarding teams.

Validate solution architectures for large customers and complex deployments.3

Job Description | OneXtel Limited

Support Sales and Presales with demos, technical validations, and POCs

when required.

5. Product Documentation & Internal Enablement

Own product documentation, onboarding guides, FAQs, and reference architectures.

Conduct internal enablement sessions for Sales, Ops, TAMs, and onboarding teams.

Create repeatable solution templates and enterprise playbooks.

6. Product Operations & Process Governance

Define and maintain workflows for onboarding, vendor requests, escalations, and feature

intake.

Act as support pillar for Product Specialist (PS), TAM, and onboarding teams.

Monitor platform health, usage metrics, and operational gaps, and feed insights to Product

Manager.

Requirements:

24 years experience in CPaaS, SaaS, or Messaging Platforms.

Strong conceptual understanding of WhatsApp, RCS, SMS, APIs, Webhooks, and messaging

workflows.

Experience working with engineering teams using Jira.

Proven experience supporting enterprise deployments and integrations.

Strong stakeholder management skills across Product, Engineering, Ops, Sales, Customers, and

Vendors.

Good to Have:

Experience with Meta Tech Partner ecosystem.

Exposure to BFSI, Government, or large enterprise messaging use cases.

Presales technical support or solution architecture experience.

Understanding of messaging infrastructure concepts.