Streamlining operations with Send’s Senior Operations Analyst, Sean Stephen

In this edition of our Q&A series, we sit down with Sean Stephen, Senior Operations Analyst at Send, to explore how he keeps internal operations running smoothly, supports teams across the business, and drives efficiency through technology. Sean shares insights from his career and how his work helps Send scale effectively while supporting its people.

How would you describe your role as Senior Operations Analyst at Send?

I look after the internal side of things, particularly the tools and systems we offer to our teams. That includes ensuring everyone has the equipment and software they need, resolving technical issues, and managing internal tools, including security systems like antivirus and multi-factor authentication.

No two days look the same. Alongside planned projects, there's helping colleagues with tech support, things like slow devices or troubleshooting software problems. I'm also focused on longer-term initiatives, like device refresh cycles, improving processes, and coordinating with partners and finance to make sure everything scales efficiently.

How has your role evolved over the past four years at Send?

When I joined, the team was smaller and my role was broader. Over time, as Send grew, the team split into internal and external functions. I naturally gravitated toward internal technical operations which is where I could add the most value.

We’re more structured, with clearly defined roles, and the company has scaled significantly. We’re a larger, more distributed team, which makes communication and process improvements even more critical.

Operations often sits at the centre of multiple teams. How do you ensure collaboration runs smoothly?

It’s all about keeping teams connected and empowered. I make sure everyone knows the right steps to take and who and who to contact, while keeping communication clear and timely. People always have the chance to ask questions, share feedback, or follow up if needed, which helps things run smoothly.

We’ve also enhanced how we communicate planned changes, like security updates. Rather than just sending announcements, we provide context, explain the reasoning, and create opportunities for open discussion. The goal is to make communication a two-way conversation, where everyone feels part of the process.

How did your earlier career experiences shape your approach at Send?

My time at Aviva really reinforced the value of dedication and taking initiative. In operations, success is about being proactive and understanding systems deeply so you can make meaningful improvements that help the whole team thrive.

It also gave me a broad, strategic view of how technology integrates across a business. The tools and platforms vary, but the principles remain the same – process optimisation, problem-solving, and collaboration are valuable wherever you work. I approach every project with that mindset, making sure the solutions we implement are both effective and scalable.

What attracted you to Send?

Send felt refreshingly different from the large corporate environments I’d experienced before. The founders and leadership team are hands-on; they understand the work because they've done it. That creates a culture of authenticity and purpose, where people are driven by doing the right thing, not just hitting targets.

What has kept me here is that same energy and mindset. There’s a clear focus on practical, impactful solutions, open collaboration across teams, and a shared commitment to building a company that genuinely values its people.

What’s been particularly challenging that turned into a proud achievement during your time at Send?

Taking on device and software operations at scale and redesigning how it worked from the ground up which was something completely new for me. Previously, the process was manual and ad hoc, which was time-consuming. I was able to design and implement an automated system where devices can be ordered, configured, and shipped directly to team members, fully ready to use.

Seeing this system run smoothly has been incredibly rewarding. Not only has it improved efficiency for the team, but it also lays the foundation for more advanced automation in the future, helping Send scale smarter and faster while supporting our people more effectively.

Looking ahead, what are you most excited about for the next year?

I’m looking forward to seeing the impact of our product developments and improvements on customers, especially as automation makes internal processes smoother. For the operations team, streamlining onboarding and experimenting with APIs will be exciting.

The goal is to free up time, reduce manual work, and create systems that scale efficiently while benefiting the wider business.

What advice would you give someone considering a career in operations or a similar field?

Start by getting hands-on experience with the tools and processes used in operations. Build personal projects that demonstrate your skills, learn as much as you can, and show evidence of what you’ve achieved. Hard work and practical experience go a long way, and having a track record of solving problems independently will make you stand out.

Connect with Sean on LinkedIn here.