Inside Sales Delivery Operations Sr Manager

Company Overview

If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.

Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.

Team Overview

The Senior Manager of Inside Sales Operations will be responsible for leading the execution and continuous evolution of our inside sales strategy. This role focuses on the frontline execution of outreach, funnel performance, and operational delivery. The Senior Manager will directly manage a team of inside sales coordinators and specialists, oversee BPO partnerships, and collaborate with the Director to translate strategy into action.

Role Responsibilities

• Lead the execution of the inside sales outreach strategy, ensuring daily operations align with revenue objectives.
• Define and monitor performance KPIs (e.g., contact rate, conversion rate, funnel velocity) to drive accountability and executional rigor.
• Translate strategic priorities from the Director into action plans for internal teams and BPOs.
• Drive improvements across the outreach and conversion funnel through frontline insights and tactical interventions.
• Collaborate with Analysts to identify performance gaps and propose operational solutions.
• Coordinate closely with Marketing and CX for alignment on campaign execution and messaging.
• Ensure consistent adoption and correct usage of CRM tools by frontline teams.
• Support daily tool troubleshooting and collect feedback to share with the Sales Ops team.
• Act as executional owner of CRM compliance and data accuracy in partnership with Sales Ops.
• Oversee daily execution and results delivery by BPO sales agents.
• Conduct weekly calibrations and productivity reviews with BPO leads.
• Ensure quality and executional consistency, escalating enablement or training needs to Sales Ops counterparts.
• Deliver operational insights and frontline performance updates to the Director and other key stakeholders.
• Act as the bridge between strategic planning and operational delivery.
• Contribute to business reviews, executional planning, and iterative process adjustments.

Role Qualifications

• Bachelor’s degree in Business, Marketing, or related field.
• 6+ years of experience in inside sales or commercial operations, including at least 2+ years in leadership roles.
• Proven success in managing high-volume outbound teams and third-party vendors.
• Familiarity with CRM execution and performance measurement.
• Strong leadership and prioritization skills in fast-paced environments.
• Experience in B2C or SMB-focused sales operations.
• Understanding of outreach channel strategies (WhatsApp, phone, SMS, email).
• Cross-functional collaboration with sales enablement, analytics, and marketing.

EEO Statement

• We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven – We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

This is our ongoing journey, with much more still to come.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).