Sr Business Operations Manager

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 The Business Operations Manager is a process-driven professional responsible for leading operational initiatives that improve the scalability, efficiency, and effectiveness of Sinch's global Customer Support organization. Reporting to the Director of Customer Support for Messaging, this role partners with cross-functional teams—including Product, Engineering, Service Operations, Sales, Customer Success, and regional Support teams—to optimize processes, implement operational improvements, and drive strategic projects that support business growth and enhance the customer experience. As a Business Operations Manager, you'll: - Lead cross-functional operational projects from planning through execution, ensuring successful delivery and stakeholder alignment. - Drive process improvements to increase efficiency, scalability, and consistency across the global Support organization. - Design, document, and maintain operational processes, knowledge resources, and training materials. - Coordinate change management and communication for new tools, process updates, and global operational initiatives. - Partner with Customer Success, Sales, and other stakeholders to ensure readiness for customer-impacting changes. - Translate strategic priorities and OKRs into operational plans, identifying risks, dependencies, and improvement opportunities. - Support onboarding and enablement initiatives to ensure consistent training and documentation across regions. - Ensure Support systems and operational tools are effectively managed and aligned with business objectives. - Monitor project progress, communicate updates to leadership, and drive accountability across cross-functional teams. **Requirements** - 3+ years' experience in a technical support, support operations, or operational project management role - Demonstrated experience leading multi-stakeholder operational or technology projects end-to-end - Ability to perform root cause analysis on complex and less mature processes and services - Proficient in CRM platforms (Zendesk or equivalent), Atlassian Confluence, and Atlassian Jira - Results-oriented with strong decision-making skills and the ability to prioritize multiple objectives while meeting aggressive deadlines - Experience with workflow mapping and process documentation - Adept at documenting processes and creating training materials in a compelling, non-technical manner - Process-oriented, but flexible around business needs - Technologically savvy with high business and management acuity - Proven track record of leading and influencing change across cross-functional teams without direct authority - Able to work on issues independently and drive improvement initiatives - 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, Colombia or Sweden. **Benefits** - STAY HEALTHY: We cover 100% of medical and dental plans for Sinchers and eligible dependents through Bradesco Saúde. - FLEXIBLE BENEFITS: With the Caju flexible benefit card, our Sinchers can choose to use benefits on food, education, and home office assistance. - FAMILY FIRST: Our Sinchers can enjoy paid maternity leave for 180 days and paternity leave for 30 days. Plus, we provide daycare assistance for…