Inside Sales Enablement & 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 Enablement & Operations will lead the strategic design, continuous improvement, and operational support functions that power our inside sales teams. This role is responsible for building and managing the foundational enablers that drive sales performance, including CRM and tools, lead preparation and segmentation, quality assurance, training, and process innovation. Working closely with the Senior Manager of Inside Sales Execution, this leader ensures the inside sales machine operates at maximum efficiency and effectiveness.

Role Responsibilities

• Own the implementation, configuration, and continuous improvement of CRM and engagement tools.
• Partner with data and product teams to ensure proper integration and data integrity across platforms.
• Develop dashboards and operational visibility tools to track sales team effectiveness.
• Oversee the end-to-end lead preparation process, including segmentation, enrichment, scoring, and routing.
• Develop and manage a quality control program, including call and message audits.
• Implement QA scorecards and processes to ensure alignment with brand and compliance standards.
• Own the training roadmap for inside sales, including onboarding, upskilling, and refreshers.
• Collaborate with stakeholders to ensure training programs align with business objectives.
• Monitor the effectiveness of training through performance KPIs and feedback loops.
• Lead the continuous improvement of sales workflows, messaging scripts, and outreach frameworks.
• Facilitate pilot programs and A/B testing in partnership with execution teams.
• Contribute to strategic planning, OKRs, and roadmap development.

Role Qualifications

• Bachelor’s degree in Business, Marketing, Operations, or related field;
• 6+ years of experience in sales operations, enablement, or CRM project management, including at least 2+ years leading teams;
• Deep understanding of inside sales workflows, tools, and analytics;
• Experience managing cross-functional initiatives and implementing scalable systems;
• Strong leadership, communication, and change management skills;
• Experience with CRM systems (e.g., Salesforce, HubSpot) and sales enablement platforms;
• Background in training design, quality control, or process engineering;
• Familiarity with data analysis and performance reporting tools.

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).

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms