VP, Policy Assurance

Vice President of Policy Assurance

ABOUT SINCH

Sinch is pioneering the way the world communicates. More than 200,000 businesses including Google, Uber, PayPal, Visa, Tinder, and many others rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.

Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.

At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation!

ABOUT THE ROLE

As the Vice President of Policy Assurance, you will be a critical member of Sinch's leadership team, responsible for building and scaling a world-class global policy compliance organization that protects our customers, our partners, and our platform. You will lead the functions responsible for Know Your Customer (KYC), product and regional policy review, and traffic and content monitoring across the Sinch portfolio. This leader will establish and execute a unified Policy Assurance strategy that delivers a seamless "One Sinch" experience while maintaining the highest standards of compliance, trust, safety, and operational excellence. Success in this role requires a strategic leader who can balance customer experience, risk management, operational efficiency, and business growth. You will leverage automation, AI-driven technologies, and global operating models to improve accuracy, accelerate decision-making, and optimize costs while ensuring adherence to evolving product, carrier, regional, and regulatory requirements.

DESCRIPTION

What You'll Do

• Know Your Customer (KYC): Lead the team responsible for evaluating new customers, validating identities, assessing risk, and approving financial relationships. 

• Product & Regional Vetting: Oversee the team that evaluates customer applications to use specific messaging products or operate within particular regions or countries. 

• Monitoring: Direct the team that monitors traffic patterns and content to ensure customer messages adhere to product and regional/country requirements. 

• Policy Implementation & Alignment: Ensure policies defined by each product and region are rigorously applied to all KYC, product vetting, and monitoring practices. 

• Standardization: Align roles and responsibilities across various products and brands to create a unified "One Sinch" experience for customers. 

• Tooling & Technology: Design and implement a single, unified set of tools for KYC, product vetting, and monitoring. 

Operational Efficiency

• Design and implement strategies to reduce operational expenses by maximizing resources in low-cost regions and leveraging Artificial Intelligence (AI) to reduce manual work volume and improve resolution times. 

Budget Management

• Develop and manage the Policy Assurance budget to ensure the optimal use of financial resources and third-party vendors. 

Key Partnerships & Collaboration 

• With Product: Ensure new or updated product-level policies are integrated into the automated and human vetting processes. Partner in designing customer portal features and documentation to improve customer self-service and the overall user experience. 
• With Legal: Establish and maintain clear thresholds for Legal involvement when policy violations occur. Define action plans, communication templates, and resolution methods for policy violations. 
• With Transformation & Data: Integrate Policy Assurance tools seamlessly with the broader organizational data fabric. Create, report on, and meet defined transformation milestones for the Policy Assurance department. 
• With Customer Support: Deliver a consistent "One Sinch" experience to all customers. Educate support teams on Sinch’s policies and compliance escalation procedures. Act as the primary point of escalation for complex customer policy questions. 

Metrics for Success 

You will be measured on your ability to balance cost-efficiency with strict adherence to Sinch’s policy standards, specifically tracking: 

• Financial Metrics: Department-level operational expenditure (OPEX) management. 

• Operational Metrics: 

  • Carrier and Supplier notifications regarding policy violations (Sev-0 incidents). 
  • Response and resolution time for customer escalations. 
  • Customer Satisfaction (CSAT) scores specifically related to interactions with the Policy Assurance team. 
  • Individual and team productivity benchmarks. 

REQUIREMENTS

Basic Qualifications & Experience

• 12 to 15+ years of progressive professional experience in Trust & Safety, Product Policy, Compliance Assurance, or Fraud Operations within the SaaS, CPaaS, or telecommunications industry.
• 7 to 10+ years of senior management experience directing large, cross-functional, and globally distributed teams.
• Deep operational knowledge of Know Your Customer (KYC) workflows, traffic monitoring, abuse prevention, and acceptable use policy (AUP) enforcement at a massive scale.
•  Proven track record of partnering directly with Legal, Product, and Engineering teams to translate complex regulatory frameworks (e.g., GDPR, TCPA, carrier guidelines) into automated software guardrails.
• Demonstrated experience owning and managing substantial departmental budgets (OPEX), including negotiating and overseeing third-party risk and compliance vendors.

Preferred Qualifications

• Hands-on experience designing, evaluating, and implementing AI-driven enforcement systems or machine learning tools to optimize manual vetting and increase operational speed.
• Proven success in unifying disjointed processes, tools, and teams following mergers, acquisitions, or rapid global scaling.
• Direct experience navigating global telecom carrier regulations, A2P messaging compliance, and international communications standards.

OUR HIRING PROCESS

We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.

We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/. No matter who you are, we hope you find an exciting path forward - hopefully with us!

Benefits

· STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.

· CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.

· SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.

· TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.

PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.

· WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.

· MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

· TREAT YOURSELF: We offer discounts on retail, entertainment and more through our Reward+ program.

Salary:

The annual starting salary for this position is between $220,000.00-$275,000.00. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications. This role will be accepting applications until 08/31/2026 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.