Sr Business Operations Manager - Enablement

ABOUT SINCH 

Sinch is pioneering the way the world communicates. More than 150,000 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

DESCRIPTION

The Senior Business Operations Manager – Enablement makes sure that the improvements Sinch makes to how its customer facing teams work are adopted: documented, trained, and used every day. Reporting to the Director, Operational Excellence, this role is part of Global Customer Excellence and partners with Customer Support, Customer Onboarding, Policy Assurance, Sales, Customer Success, Product, and Engineering. Operational Excellence maps how the teams work, builds the automations and tools that remove manual effort, and measures the results. This role is the step that makes each change stick.

Main responsibilities:

• Lead the rollout of new processes, tools, and automations across global teams, from readiness through to adoption;
• Write and maintain SOPs, process documentation, and training materials that teams use;
• Plan and deliver training together with the managers of each team, and confirm each rollout is signed off;
• Define and track adoption metrics, measuring whether a change is used in daily work, not only whether training was completed;
• Own the team's knowledge base and request intake, keeping content current and easy to find;
• Make sure the content used by AI tools and agents is accurate, approved, and up to date;
• Coordinate change management and communication for new tools and process updates across regions;
• Partner with Customer Success, Sales, and other stakeholders to prepare teams for customer-impacting changes.
• Collect feedback from frontline teams on tool friction and documentation gaps and turn it into improvement requests.
• Report progress and adoption results to leadership.

REQUIREMENTS

• Proven experience leading training or changing programs across several teams or regions;
• Strong writer of SOPs, process documentation, and training materials in a clear, non-technical style;
• Experience defining and tracking adoption or training-effectiveness metrics;
• Able to influence managers and hold them to agreed sign-offs without direct authority;
• Proficient in Zendesk (or equivalent) from the agent side, Atlassian Confluence, and Atlassian Jira;
• Experience with workflow mapping and processing documentation;
• Experience with e-learning or training platforms (such as Articulate) is a plus;
• Interest in using AI tools to create and maintain knowledge content;
• Excellent written and verbal communication skills, and exceptional attention to detail;
• Comfort working across regions and time zones (LATAM, EMEA, APAC) in a remote setting;
• Advanced English;
• Be based in Brazil, México or Colombia.

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 cover 100% of medical and dental plans for Sinchers and eligible dependents.

BENEFITS: We offer food, education, and internet benefits.

FAMILY FIRST: Our Sinchers can enjoy paid maternity leave for 180 days and paternity leave for 30 days. Plus, we provide daycare assistance for kids up to five years old.

SECURE YOUR FUTURE: We cover Life Insurance for all Sinchers in the events of unexpected absences, serious illness, accidents, and disabilities.

DIVERSITY AND INCLUSION: We offer annual reimbursements for certain expenses related to disabilities and/or transgender needs.

TAKE A BREAK: Our Sinchers can take a day off on their birthday to celebrate with their loved ones.