Calabarzon, Philippines
Senior Operations and Customer Success leader with 12+ years of experience building and scaling global operations across SaaS, BPO, and technology organizations. Proven track record leading remote, cross-functional teams across APAC and AMER, driving operational excellence, customer satisfaction, process optimization, workforce planning, and business growth initiatives. Experienced in developing scalable operating models, improving customer experience metrics, implementing AI-driven operational efficiencies, and leading organizational transformation initiatives. Recognized for building high-performing teams, improving operational performance, and aligning business strategy with execution in fast-paced, high-growth environments. Core expertise includes: • Operations Strategy & Execution • Customer Success Operations • Technical Support Operations • AI Adoption & Workflow Automation • Process Improvement & Lean Six Sigma • Workforce Planning & Capacity Forecasting • KPI Development & Performance Management • Cross-Functional Leadership • Stakeholder & Executive Management • Remote Team Leadership • Business Analytics & Reporting • Organizational Development • Incident & Escalation Management • SaaS Operations • Change Management
• Lead global customer and technical support operations across APAC and partner closely with AMER leadership teams to deliver scalable customer experiences in a high-growth SaaS environment. • Manage and develop multiple technical support professionals while maintaining operational excellence across remote teams. • Drive operational strategy through workforce planning, forecasting, KPI development, and performance management frameworks. • Partner cross-functionally with Product, Engineering, Customer Success, QA, Workforce Management, and Business Operations teams to improve customer outcomes and operational efficiency. • Implement AI-powered workflows and operational automation initiatives to improve productivity, reduce manual effort, and increase service quality. • Design and optimize operational processes, reducing friction points and improving team efficiency at scale. • Lead organizational change management initiatives, including team restructuring, onboarding programs, and leadership development frameworks. • Develop executive-level reporting, operational dashboards, and business performance analyses to support strategic decision-making. • Manage critical incident response and escalation management processes while maintaining customer satisfaction and SLA adherence. • Champion employee engagement, coaching, career development, and high-performance culture initiatives across globally distributed teams. Key Achievements: • Successfully scaled remote operations teams supporting rapid business growth. • Improved operational efficiency through process redesign and automation initiatives. • Built leadership development and coaching programs that increased team capability and retention. • Led cross-functional initiatives that improved customer experience and operational performance metrics.
As a Senior Operations Manager, I oversee the performance of Operations Managers, ensuring accountability and providing mentorship for personal and career development. My role involves identifying improvement opportunities at both individual and process levels to prevent client churn, offering guidance and support to Operations Managers, and monitoring client-EA partnership health to enhance overall client satisfaction.
Led end-to-end Refunds and Customer Service teams, successfully optimizing operations and achieving a significant reduction in Average Handling Time (AHT) from 15 to 5 minutes, and reducing revenue leakage from 12% to less than 5%.
Led a 70-member management team, overseeing day-to-day operations and implementing initiatives that reduced Revenue Leakage by 3%. By building a Risk and Finance team, introducing a revenue generation program, and enhancing team productivity and performance, I played a key role in achieving a 94% customer satisfaction rating and fostering a positive customer service culture.