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 General 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;

📌 Sr Business Operations Manager (Ciudad de México)
🏢 Sinch
📍 Ciudad de México