San Pedro Sula, Cortés, Honduras
As a Senior Technical Program Manager on Zapier’s Technical Support Operations (TSO) team, I lead high-impact, cross-functional programs that scale support, empower customers, and align with broader company priorities. With a strong foundation in change management, operational readiness, and strategic execution, I drive initiatives like Skills-based ticket routing, AI-powered support, and self-serve optimization, ensuring both internal teams and customers are set up for lasting success. I thrive at the intersection of strategy, systems, and people, ensuring that programs don’t just launch but deliver measurable value and sustainable impact.
- Collaborate with stakeholders to ensure the rollout of eCommerce websites setups and updates. - Manage multiple trading partners back end portals ( content display, order entries, invoicing, etc) - Manage operations for Marketplaces where the company offered its products. - Onboard, train, and lead a remote Customer Support team. - Hands-on Customer Support Manager.
Implemented operations plans for the BPO industry focused on the attainment of key business metrics and continuous improvement. Developed strong business relationships, ensuring to properly identify, fulfill needs and exceed expectations from stakeholders. Conducted Business reviews (monthly and quarterly) for clients and the company's board of directors. Managed operations for an over 170 FTEs account. Lead time-sensitive projects for the account. Supervised Training, Quality Assurance, and WFM teams.
Managed a +20 people customer support team. Held weekly team meetings and 1:1s. Provided feedback Handled escalated (T2) customer support calls/tickets Coached and mentored my team Conducted Performance Reviews