andrea c
@andreac1
Customer Operations leader building CRM, automation & AI infrastructure for exceptional customer experiences.
SpainWhat I'm looking for
I’m a Customer Operations leader with 10+ years building the operational infrastructure behind great customer experiences—processes, data systems, and cross-functional alignment that make things actually work.
I’ve done this at Uber and Uber Eats across LATAM, and for the last three years at a Grupo Planeta institution in Barcelona, where I lead CRM operations, automation strategy, and initiatives that don’t fit neatly into a single team’s remit.
I work best in environments where the problem is clear but the path isn’t, and where operations are treated as a strategic function—not a support one. I translate data into executive-ready recommendations and own the operating rhythm, forecasting, KPI prioritisation, and resource allocation.
Across my roles, I’ve partnered with leadership and teams without direct authority to launch scalable solutions (including Power BI, Dynamics 365, Power Automate, and AI agents), drive measurable improvements across customer and business outcomes, and build enablement so others can succeed at scale.
Experience
Work history, roles, and key accomplishments
Operations Manager
EAE Business School
Mar 2023 - Present (3 years 4 months)
Act as a strategic partner to senior leadership, running the operating rhythm for Customer Operations and building executive-ready insights via Power BI for forecasting, KPIs, and resourcing. Own end-to-end candidate lifecycle improvements and CRM operations, including Dynamics 365 optimizations and AI-powered voice/text agents that scaled across 60+ advisors.
Regional Strategy & Operations Manager
Uber Eats
Apr 2022 - Nov 2022 (7 months)
Led regional operational initiatives across LATAM to close merchant and customer experience gaps by redesigning core processes and scaling best practices with Product, Data, and Support teams. Built a predictive courier demand model and designed a self-service onboarding hub for merchant partners.
Designed an organizational structure for a 90+ person facilities operation from scratch and supported Uber LATAM HQ relocation while maintaining service reliability. Owned a $15M annual operating budget and built vendor and internal performance management frameworks using SLAs and continuous improvement cycles.
Managed operations across 16 support hubs in 13 cities, designing scalable processes and coordination models to maintain consistent service standards during rapid expansion.
Provided face-to-face and digital support to Uber drivers, resolving complex cases and escalations while meeting service quality and resolution targets. Built experience in customer empathy and operational pain-point detection.
Operations Manager
Faly Music
May 2016 - May 2017 (1 year)
Led customer-facing operations across retail and e-commerce channels by implementing KPI frameworks and redesigning onboarding and training processes. Focused on improving early retention and strengthening customer interactions.
Education
Degrees, certifications, and relevant coursework
UNITEC
Industrial Engineering, Industrial Engineering
2021 - 2025
Studied Industrial Engineering at UNITEC from 2021 to 2025.
UPAEP
Institutions Management, Institutions Management
2011 - 2016
Studied Institutions Management at UPAEP from 2011 to 2016.
EAE Business School
Master in Project Management, Project Management
2020 -
Pursued a Master in Project Management at EAE Business School starting in 2020.
Tech stack
Software and tools used professionally
Availability
Location
SpainAuthorized to work in
Job categories
Skills
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