Head of Service Operations - APAC at Sinch

Perth, Western Australia, Australia -

Full Time

Start Date

Immediate

Expiry Date

14 May, 26

Salary

0.0

Posted On

13 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Strategic Leadership, Business Cadence, Budgeting, Forecasting, Vendor Selection, Team Leadership, Mentoring, Global Team Management, Compliance, Routing, Fraud Detection, Risk Mitigation, Customer Advocacy, Commercial Acumen, Data-Driven Planning, RevOps

Industry

IT Services and IT Consulting

Description

ClickSend is a global cloud-based SaaS communications platform for businesses and developers that enables companies of all shapes and sizes to easily and cost effectively communicate with their customers and staff via multiple channels. ClickSend has SMS at its core and powers billions of messages annually but has expanded to become a true all-in-one multi-channel business communications platform offering SMS, MMS, RCS, Email, Voice, Fax and Post by dashboard, API or hundreds of integrations. We’re a small team based in Perth, Western Australia, but we’re a global brand with offices in the US, UK and Philippines. We’re part of Sinch, one of the biggest cloud communications companies on the planet based in Stockholm and have all the benefits of being part of a larger group but we retain our ‘start-up’ mentality. We maintain a spectacular work life balance and try to mix fun and music into our days. We are seeking a strategic and experienced business leader to join our team as the Head of Operations. Reporting to the Managing Director, you will drive the performance and scalability of our core business functions, including customer & technical support, fraud & compliance, and routing & provisioning. As a key member of ClickSend’s senior leadership team, you will not only coordinate business reporting but also be instrumental in shaping and executing the company's strategy to achieve growth. Key Tasks and Responsibilities Strategic Leadership & Business Cadence As a senior leader, you will be the architect of our operational rhythm and strategy. Drive the operating cadence of the business, ensuring performance against OKRs is consistently tracked and progressed. Contribute to budget and forecasting processes. Optimise the use of business tools (e.g., Salesforce, Intercom) to drive cross-functional efficiencies. Coordinate vendor selection for new tools and work with external partners/contractors to articulate requirements and schedule work. Team Leadership & Development You will lead and inspire a large, globally distributed team to achieve peak performance. Lead and mentor a team of 50+ customer, operations and technical support professionals based primarily in the Philippines, with support from leaders in Australia, the US, and the UK. Cultivate a positive, high-performance culture by providing strong guidance, setting clear objectives, and managing KPIs to drive continuous improvement. Global Messaging & Compliance Operations You will ensure the integrity and efficiency of our core messaging platform. Develop and scale robust processes for global number, sender, and account registration, ensuring strict compliance with all local and international regulations. Own and enhance our routing processes and systems, with a sharp focus on message delivery rates and optimizing Cost of Goods Sold (COGS). Implement and oversee proactive strategies to detect and mitigate fraudulent activity, malicious use, and spam across the platform. Customer Advocacy You will be the champion for our customers within the business. Serve as the "Voice of the Customer," ensuring that customer impact is a primary consideration in all internal projects and decisions. Establish a powerful feedback loop to identify and resolve customer friction points, ensuring issues are prioritized and addressed effectively. Champion customer friction risks internally and ensure these are addressed To be successful you will possess the following skills and attributes: Executive Leadership Experience: 10+ years of experience in an operational leadership role, with at least 5 years as a senior leader managing multiple departments and reporting to an executive team. Global Team Management: Demonstrated success in leading, mentoring, and scaling large (50+ members), globally-distributed teams, preferably in a 24/7 operational environment. You have a proven ability to manage other leaders. Industry-Specific Expertise: Experience in SaaS, CPaaS, telecommunications, or a related digital industry. A strong understanding of global messaging, routing, carrier relations, and compliance would be highly regarded. Commercial Acumen: A strong track record of financial and commercial management, including budget ownership, COGS optimization, supplier negotiations, and building compelling business cases. Strategic & Operational Planning: Proven ability to design and implement an operational cadence for a business using frameworks like OKRs. You are data-driven and skilled at creating clarity and tracking performance. Risk & Compliance Management: Hands-on experience developing and managing programs for fraud detection, risk mitigation, and regulatory compliance on a global scale. Customer-Centric Mindset: A genuine passion for the customer experience, with proven experience acting as a "Voice of the Customer" to influence product and process changes. RevOps & Systems Thinking: Familiarity with Revenue Operations principles and experience collaborating with RevOps teams to optimize business systems like Salesforce and Intercom to drive efficiency. We are committed to building an engaged and talented workforce that represents an environment that is inclusive, supports flexibility and welcomes diversity. Our values of Dream Big, Win together, Keep it simple and Make it happen are the foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results. We value our team by offering; WHERE YOU WORK MATTERS: We understand the benefit of a flexible schedule where you can best impact both your personal and work life, so we offer a hybrid working arrangement, work from home set up reimbursement and a global mobility policy. PUT FAMILY FIRST: We know that building a family take priority, therefore we offer a generous parental leave program: 26 weeks salary for primary care giver and 4 weeks salary for secondary care giver CELEBRATE YOURESELF: By providing a day off for your birthday, we want you to take the time to celebrate the year you’ve had with your nearest and dearest. TAKE A BREAK: Enjoy a generous annual leave program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation. STAY HEALTHY: Physical wellness supports mental wellness, so we offer a monthly fitness reimbursement allowance and other wellness programs TAKE THE NEXT STEP: Coaching and career development support, including access to a range of online professional development courses CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health. MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice. TREAT YOURSELF: Access to Reward+ program that offers a wide range of discounts and deals across retail, entertainment and much more. If you are looking for the next opportunity in your career and want to work for a people focused, growing tech company, then Apply Now. Sinch is a global customer engagement platform that provides communication services for businesses across messaging, voice, and email. Sinch's services are used by more than 150,000 businesses, including many of the world's largest tech companies. Through strategic acquisitions and fast organic growth, Sinch has turned into an international powerhouse serving enterprises across the globe and handling over 700 billion engagements per year. In fact, independent analysts say we're a CPaaS leader!

Responsibilities

This senior leader will drive the performance and scalability of core business functions including customer/technical support, fraud/compliance, and routing/provisioning, while coordinating business reporting. They will be instrumental in shaping and executing the company's strategy to achieve growth.