How I work
Two ideas do most of the work
Operations improve when the people running them can see the numbers in time to act on them. Not in a monthly deck, not after the client notices. In time.
And teams hold together when leaders are built rather than hired. Someone off your own floor already knows the accounts and the clients. The only thing missing is the leadership craft, and that is the part you can actually teach.
Most of what I have delivered comes from applying those two things patiently, in that order, with a scorecard behind them so nobody has to guess where they stand.
What that produced
The numbers
From the last two years running multi-country delivery.
8 → 15%
Operating margin, in six months. Revenue up 12% against budget, opex down 9%.
100%
Leadership team retained.
~75%
Of new team leads promoted from inside the floor.
5 → 10
Client programs, with profit per head held at target.
20 → 78%
Clean call rate, from a quality pilot run at zero incremental cost.
44%
Cut in fixed operating cost, enabling headcount growth at near-flat marginal cost.
93%+
Quality sustained across every service line.
Zero
Client escalations across key accounts, on a monthly business review cadence.
Track record
Where this came from
Director of Operations
SuperStaff Outsourcing · Medellín, Colombia
Head of Operations
Optimizing Business Operations · Medellín and Denver
Senior Operations Manager
S-Workz, then [24]7.ai · Medellín, Colombia
Operations Coordinator
OneLink · Medellín, Colombia
Operations Training Manager, then Division Supervisor
Regional Transportation District · Denver, Colorado
Writing
What I write about
- Workforce intelligence, and the dashboards that make it usable
- KPI scorecards and early warning systems
- Monthly business reviews that surface problems while they are still cheap to fix
- Growing supervisors who stay
- Running delivery across time zones and cultures
- Quality programs that cost nothing to run
Contact
Get in touch
Open to conversations about operations leadership roles, and about speaking on building leaders from inside a service floor.