Page 1 of 5

Camilo Ortiz | Deck Operations Manager

Location: Bogotá, Colombia

Compensation range discussed (USD): $2,000 - $2,800

LinkedIn Profile | Email: [email protected] | Phone: +57 314 2762109

Summary

Operations Manager with over 8 years of specialized experience in Technical Service, Sales Operations, and CX across technology, SaaS, e-commerce, and travel industries. Experienced at scaling multi-site BPO operations, having managed teams ranging from 50 to 150 employees and overseeing the performance of up to 350 agents, ensuring 100% SLA compliance. His expertise includes managing operations and clients in the USA (Unisys, Teleperformance) and across LATAM, Canada, and EMEA, and leading the full implementation of new BPOs and markets in record time (2 new BPOs within 90 days), covering performance frameworks and quality standards. He is a data-driven leader focused on Root Cause Analysis, forecasting, and continuous improvement, aligning global operations with strategic business objectives through robust governance (WBRs, MBRs, QBRs).

Candidate Snapshot

End-to-End Process & Launch Leadership:

→Led the end-to-end implementation of 2 new BPOs and markets within 90 days, including full recruitment, performance framework setup, and process standardization.

Global & US Client Management:

→Proven expertise managing operations and clients in the USA, including direct experience with US corporation Unisys and BPO service delivery for US clients via Teleperformance, spanning LATAM, Canada, and EMEA.

High-Scale Team Management:

→Successfully managed distributed teams across the Americas, EMEA, and Asia, of up to 350 agents, and directed multiple BPO vendors to achieve 100% SLA and KPI compliance.

KPI & SLA Governance:

→Expertise in conducting Root Cause Analysis and structured governance (WBRs, MBRs, QBRs) to ensure continuous 100% SLA and KPI compliance across all operational environments.

Education:

→Certificate in Project Management Specialist, Information Technology | Universidad Nacional Abierta y a Distancia (Ongoing)

→Bachelor's Degree in Electronic Engineering | Universidad Nacional Abierta y a Distancia (2022)

→Technologist Certificate in International Business | Servicio Nacional de Aprendizaje (2017)

→Technical Certificate in Networks Administration | Politécnico Industrial Nueva Colombia (2008)

Certifications:

→Data Analytics with Power BI | G-Talent

→Data Analytics with Power BI | Platzi

→Advanced Excel for Management Processes | SENA

→Project Management with Trello | Platzi

→Scrum Methodology Applied to Projects | Nub78

→Effective Time Management | Platzi

→Assembly and Maintenance for Computer Applied to Technical Processes | SENA

→Maintenance and Computers Configuration | SENA

→Basics and Digital Electronics | Politécnico Industrial Nueva Colombia

→Electronic Applied to Microcontrollers PIC | Politécnico Industrial Nueva Colombia

→Assembly and Maintenance for Computers | Politécnico Industrial Nueva Colombia

Meet Camilo

This video from our screening interview provides a look into Camilo's background and his experience.

Key Qualifications & Highlights

Team Leadership Environment

○Large-Scale Team Direction: Successfully led and mentored teams ranging from 30 to 350+ agents and up to 7 operational leaders, ensuring goal achievement across multi-site BPO and sales environments.

○Global Management: Managed large, distributed teams across the Americas, EMEA, and Asia.

○Talent Development & Coaching: skilled in mentoring and coaching supervisors and managers, delivering structured workshops and 1:1 sessions to enhance decision-making and achieve a +15% productivity increase in teams.

○Agile & Project Execution: Experienced in leading project deliveries for operations using methodologies including Agile, Traditional (Waterfall), Scrum, and Kanban (utilizing Jira Software).

Operations & Process Management

○Vendor and BPO Strategy: Directed the strategy and operational performance of 4 BPO partners, managing contracts, renegotiations, and achieving 8% annual cost optimization while maintaining quality alignment.

○End-to-End Operational Launches: Expertise in leading the full implementation of new BPOs and markets in record time (2 new BPOs within 90 days), covering performance frameworks and quality standards.

○Data-Driven Operational Excellence: Implemented data-driven strategies for root cause analysis, forecasting, and operational optimization that reduced error rates by 20% and improved efficiency across technical support and sales processes.

○Cross-Functional Alignment: Works closely with Quality, Workforce, Training, and Marketing teams to align operational processes with broader company strategy, reducing bottlenecks and driving continuous improvement.

○Technical Operations Acumen: Strong background in Technical Support and Service Desk Management (e.g., Unisys), having implemented improvements that increased First Contact Resolution (FCR) and reduced escalations by 15%.

Screening Interview - Key observations

Deep Foundational Experience:

→Confirmed 13 years of professional experience in customer-centric roles (8 years in Operations Management), having built and scaled operations from scratch multiple times, including the implementation of the Microsoft Service Desk in Colombia in 2014.

Rapid Scaling & Implementation:

→Demonstrated the ability to meet urgent startup timelines, citing the launch of Nav 7A/Cisco in 2.5 months (faster than the 3-month deadline). He relies on a formal Project Management structure (currently specializing) and Agile methodologies (Scrum, 2-week sprints) to manage rapid, complex deployments.

→Grew the Nav7A team from 25 to 120 FTEs within the first six months of operation.

Goal-Centric Leadership:

→Defines his management style as purely Data-Driven and Empowering. His primary mechanism for decision-making and resolving cross-functional conflict is aligning all parties with the 6-month operational goals of the company, emphasizing the need to keep the focus strictly professional and never taking things personally.

Governance and Continuous Improvement:

→Implements robust governance using quarterly OKRs—citing the philosophy of "Measure What Matters"—to drive continuous improvement, team engagement, and internal project development, in addition to standard executive reviews (WBRs, QBRs).