Description

High-impact Operations Executive | Strategic Turnarounds & Global Scaling (6–2,200+ FTE)

I help organizations bridge the gap between "high-growth chaos" and "operational excellence." With a 20-year track record leading complex, multi-country service delivery across Europe, APAC, and LATAM, I specialize in the "heavy lifting" of operational transformation for global giants and high-growth scale-ups.

Core Value Proposition:

I am typically brought in when an operation is hitting a scaling ceiling or when a critical region requires a tactical turnaround. I have successfully delivered major programs for HP, Cisco, EA/BioWare, Salt, Philip Morris (IQOS), EasyJet, and DHL.

Key Expertise:

• Hyper-Scaling: Led the global support launch for SWTOR (EA/BioWare) from 0 to 1,200 FTE and EasyJet’s Lisbon hub from 0 to 250 FTE, both in under 90 days.

• Performance Recovery: Transformed the Brazil region for Kaizen Gaming (a market larger than 11 other regions combined) from bottom-performing to a top-tier global benchmark in 6 months.

• Strategic Governance: Recovered KPI delivery and prevented multi-country vendor churn for Philip Morris and Salt (Swiss Telecom) by restoring SLA discipline and stakeholder trust.

• Sector-Agnostic Versatility: Proven results across SaaS, Gaming, Tobacco, Logistics, and Airlines.

Availability:

Open to Interim Leadership (COO/VP Ops) or Fractional Advisory roles focused on stabilizing international operations, P&L optimization, and building durable governance frameworks.

Let’s connect if your organization needs an experienced "fixer" to de-risk your next stage of growth.

Languages

Portuguese
Native or bilingual
English
Native or bilingual
Spanish
Fluent

Workplace preferences

Can work on-site

Lisbon (up to 50km)

Remote / EMEA
Independent Operations Consultant
August 2025 - Today (1 year)
Scope: Strategic Advisory | Scaling & Turnarounds | Startup Governance
Providing hands-on scaling and turnaround advisory for Tech & BPO.
• • Scaling Support: Advising on practical operational scaling, governance frameworks, and service delivery optimization.
• • Direct Mentorship: Mentoring mid-level leadership layers on KPI stabilization and vendor relationship management.
Strategic Account Management Customer Success Management Interim Management SaaS & BPO Alignment iGaming
Bloq.it
Senior Customer Success Manager
February 2025 - August 2025 (6 months)
Scope: Strategic Account Management | Logistics & SaaS | DHL Partnership
• • DHL Account Management: Managed day-to-day customer success and service delivery across 2 countries and 1,800+ lockers.
• • Partnership Stabilization: Restored SLA discipline, backlog control, and governance to stabilize the DHL partnership.
• • Product Advisor: Embedded with Product & Engineering to align the technical roadmap with operational service reality.
• • Recognition: Commended by DHL leadership for transparency and rapid mastery of complex logistics technology.
Strategic Account Management Customer Success Management Logistics Operations Interim Management SaaS Operations
Kaizen Gaming (Betano)
Customer Service Manager
August 2021 - March 2024 (2 years and 7 months)
• High-Growth Scaling: Scaled the LATAM region from 6 to 80 FTE with minimal attrition while under extreme overforecasting
pressure; built all leadership layers and governance.
• Strategic Turnaround (Brazil): Transformed the Brazil operation—the fastest-growing and largest global region,
representing a volume nearly equal to all 11 other markets combined—from bottom-performing to a top-tier global
benchmark within six months.
• Process Standardization: Unified QA, coaching, and workforce practices across diverse international regions.
Turnaround Management Scaling Operations Performance Management Change Management Workforce Planning