Greater Barcelona Metropolitan Area
I lead product teams that simplify complex operations at scale, focusing on customer experience, automation, and business efficiency. I currently manage multiple squads across customer journeys, agent tools, and AI-focused automation. We build products that reduce contact volume, increase CSAT, cut support costs, and streamline internal workflows across thousands of users. My work includes AI chat, email triage, approvals, payments, and voice AI agents, all centered on solving high-frequency, high-impact problems. Earlier in my career, I worked as a software engineer and founded two businesses, one of which scaled to $5M ARR. That combination of technical depth and entrepreneurial urgency shapes how I lead teams, make decisions, and deliver value quickly. I care about growing strong PMs, setting clear goals, and prioritizing what matters. I’m especially interested in work that scales service delivery, simplifies operations, or builds high-leverage platforms.
Lead a product group focused on improving the post-booking travel experience, scaling customer support operations, and reducing cost through automation and AI. Manage 3 squads, each targeting a distinct layer of the value chain: customer journey, internal tooling, and ops-driven automation. 1. Post-Booking Customer Experience • Own the entire customer journey after booking. Cancellations, modifications, approval flows, AI chat, and email triage. • Reduced contact volume by 45%, improved CSAT to 90%+, and increased automation rates across core use cases. • Designed scalable entry points into support, routing travelers to the right resolution path quickly. 2. Internal Tools for Care Agents • Built from scratch a platform used by 1000+ support agents to manage traveler itineraries, take payments, and apply travel policies. • Cut handle time by 30%, reduced training ramp-up, and improved resolution accuracy. • Tools designed to be context-aware, fast to operate, and scalable across verticals. 3. Ops Cost Efficiency & AI Initiatives • Deliver automation for GTM, revenue, finance, and inventory teams • Lead high-stakes AI bets, including voice AI agents that call hotels to confirm bookings and handle payments autonomously. • Lead company AI training. Our goal is to enable everyone in the company to become AI fluent and become builders in their own domains. Our strategy to do this is by being supportive. Teaching best practices and building APIs for internal teams. Org & Leadership • Directly manage multiple PMs, drive quarterly OKRs, and contribute to org-wide planning and product excellence initiatives. • Known for outcome-driven delivery, system thinking, and strong cross-functional execution with Ops, Eng, and Design.
- Use agile methodologies to take ownership and prioritise issues including : General website maintenance - Widgets, AdServers, Analytics, Styles Bugs - Reproducung bugs and finding broken elements in the code. Implementation of cross-sold technologies - Content delivery network, Google AMP, Progressive web apps. Determining if 3rd party technologies are compatible with the Marfeel solution. - Managing personal backlog of 30+ tasks and help to manage team and inter-team backlogs. - Collaborate with other teams including, product, account management, monetisation, SEO and UX to resolve issues. - Use influence to align resources in order to solve critical issues rapidly. - Help to produce and maintain documentation for the support department. - Help to analyse and improve support department KPIs. - Offer creative improvements to processes and operations. Time in this job unfortunately cut short due to COVID-19 layoffs
Developed the concept, menu and brand of the food truck. Refurbished the food truck interior and exterior alone. Featured in nearly all of Barcelona's biggest festivals (e.g. Cruilla, Monumental), top food events (e.g. Van Van markets, Eat street), private parties and weddings.
Chain of 5 restaurants Created the restaurant concept, including branding and menus - generating sales of €80,000 per month in the first location. Designed the restaurant, working with interior designers, graphic designers and kitchen fitting companies Successfully built the restaurant within budget and according to the planned timeline. Successfully lead expansion of the chain, opening 4 locations in 3 years and creating 2 new brands, reaching combined turnover of over €4 million per year. Actively managed costs by negotiating deals with local and small suppliers and setting up a secondary supply chain over which we had significant bargaining power. Responsible for financial performance of the chain, preparing financial forecasts and controlling budgets. Developed and trained a team of 30 people with a 2 years average turnover. Developed complete marketing strategy including special actions with credit card companies, social media marketing and promotion through partners such as Wolt and Just eat. Interviewed, hired and trained all team members / General staff management, salaries, timetables.