Greater Barcelona Metropolitan Area
Dedicated to our Growth Engineering line, ensuring operational excellence and measurable impact. + Drive quarterly and long-term planning across eight product units, ensuring alignment of priorities, high quality documentation and smooth management of cross-functional dependencies + Lead the execution of complex programs spanning over multiple months, applying best practices to deliver measurable business impact + Partner with senior leadership to define, operationalise and track OKRs, using data-driven insights to monitor progress, surface risks and continuously improve effectiveness + Act as a trusted strategic partner to engineering and product leaders, fostering engagement and collaboration, while enabling operational excellence
Responsible for global operations & product strategy across 120 countries within my program scope. + Led and owned the strategy, cross-functional operational delivery and successful product rollouts for employees offboarding from Employer on Record & Global Payroll services + Worked closely with product managers to define clear product requirements, acceptance criteria & led parts of go-to-market strategy + Collaborated with designers to create intuitive and user-friendly UI/UX + Implemented robust systems and tools to collect and analyse feedback from Customers and Operations to ensure strong product strategy, including quarterly planning + Led productisation of internal processes, drastically improving UX, cost and NPS by ~40% + Automated resignation product flow to facilitate a low-touch process and cut processing time by ~75%
Set up the Support team organisational structure, implemented & owned all processes, systems and analytics. + Set up a tiered support team structure for best customer experience, implementing operational key metrics to facilitate targeted improvements, resulting in 45% faster resolutions + Built an extensive analytics report for product usage, bugs and support queries that informed the product roadmap and process improvements across multiple departments + Closely collaborated with Engineering & Design to analyse feedback and product analytics + Collaborated with leadership weekly & led OKR cycle for Support Operations + Managed various projects that tackled CSAT to ensure a steady >90% score
Enabled the Carrier Sales team to continuously perform above targets with data & tools. + Built dashboards for visibility on Carrier network utilisation, productivity & performance + Built tools in GSheets, automations & pitch manuals to increase sales performance & sales margin + Collaborated on outsourcing processes & created SOPs > Set up performance management framework for carriers, improving quality metrics & reducing load cancellations
+ Owned relationship & performance of last mile delivery partners + Collaborated with engineers to build platform for automated order processing > Analysed and rolled-out new route building algorithm with third party provider > Led expansions for our dedicated delivery service across 2 cities in DE > Negotiated rates with new delivery partners – increased margin by ~18%