Led the design and execution of a customer success strategy that spanned onboarding, retention, and support, driving measurable improvements across the entire customer lifecycle. Partnered closely with Sales, Product, and Marketing to deliver seamless onboarding experiences, improve adoption, and build scalable CS processes aligned with business growth. Spearheaded the rollout of a new workforce management (WFM) model to optimize resource allocation and elevate team performance.

Led global post-sales operations across 50+ countries and 15 languages within a 24/7 omnichannel environment. Directed support, moderation, and customer experience functions with a focus on driving retention, loyalty, and product adoption at scale. Collaborated cross-functionally with Product, Engineering, and QA to improve customer outcomes and embed customer feedback into roadmap planning. Oversaw the rollout of advanced WFM tools and AI-driven frameworks to improve service quality and operational resilience.

Oversaw third-party BPO relationships across North and Central America, supporting customer operations in the U.S., Panama, El Salvador, and Canada. Drove performance through governance frameworks, SLA management, and partner enablement strategies that improved customer experience and operational consistency. Worked closely with Workforce Management teams to ensure optimal coverage across nine contact centers.

Directed national customer experience operations across voice, chat, email, and social channels, with full accountability for service delivery, customer satisfaction, and team performance. Built and scaled high-performing CX teams, implemented customer feedback loops, and drove strategic initiatives to improve retention, reduce churn, and enhance NPS across key accounts.

Led nearshore customer operations across LATAM, overseeing service delivery, QA, training, and financial performance to ensure seamless execution across strategic client accounts. Focused on improving customer satisfaction, reducing churn, and building scalable, cross-functional teams to support long-term client success.

Directed overall business strategy, customer operations, and P&L management for the Romanian division, with a focus on customer satisfaction, operational excellence, and cross-functional alignment. Oversaw all key functions—including sales, finance, recruitment, and delivery—while building scalable support models and expanding vertical diversity to drive client success and market growth.