Diego Quiroz González
@diegoquirozgonzlez
Senior implementation and delivery manager turning SaaS complexities into on-time go-lives and practical AI-enabled operations.
MexicoWhat I'm looking for
I’m a Senior Implementation & Delivery Manager with 6+ years coordinating cross-functional teams across SaaS delivery, higher-education platforms, and cloud-enabled Professional Services. I turn ambiguous requirements into structured execution plans, aligning consultants, DBAs, engineers, and analysts to customer priorities.
Most recently, I led staffing and deployment coordination across 40+ concurrent implementations and 1,500+ resource assignments in Certinia PSA. I reduce delivery risk by identifying scheduling conflicts and coverage gaps early, partnering with PMs, Engagement Managers, and Line Managers across multiple time zones to protect Go-Live dates.
Over the last year, I’ve expanded into applied AI workflows with hands-on tools like Perplexity for operational research, Claude Code for structured prototyping, and Langfuse for LLM observability. My focus is real business outcomes—capacity forecasting, workflow automation, requirements clarification, internal enablement, and AI workflow monitoring—not theoretical experimentation.
I also bring strong stakeholder communication, global vendor coordination, and continuous improvement habits rooted in Lean operations (Kanban, 5 Whys, TOC). Whether it’s piloting Kiro IDE for spec-driven delivery or deploying AI service bots to automate recurring queries, I’m driven to deliver measurable value and scalable operations.
Experience
Work history, roles, and key accomplishments
Managed staffing and assignment coordination across 40+ concurrent SaaS implementations, covering 1,500+ resource slots in Certinia PSA and aligning consultants, DBAs, engineers, and analysts to scope, milestones, and customer priorities. Reduced delivery risk by resolving scheduling conflicts and coverage gaps and improved capacity planning using NVIDIA NIM LLMs and Perplexity for scenario foreca
Led business process analysis and system configuration to prepare institutions for FAFSA Simplification requirements, delivering Go-Live-ready solutions within regulatory deadlines across multiple client sites. Identified and resolved ISIR processing and SAP workflow inefficiencies to reduce rework cycles and improve data accuracy, and supported operational coordination using Salesforce and Excel-
Executed outbound pipeline development by engaging 50+ targeted hospitality decision-makers daily, meeting weekly qualified-opportunity targets and improving pipeline handoff quality to market managers. Managed full lead lifecycle in Salesforce from qualification through demo scheduling to strengthen CRM hygiene and pipeline accountability.
Redesigned training curriculum using ADDIE for a 15–20 agent team, shortening ramp time and improving SLA consistency after taking over a group with inconsistent onboarding quality. Managed daily workflows, escalation handling, and performance tracking under SLA pressure, supporting team leadership and operational accountability.
Designed and delivered training for new-hire cohorts in a high-volume banking support environment using TNA and ADDIE principles. Improved First Contact Resolution and Resolution Rate metrics and built a feedback loop between training content and live performance gaps in collaboration with operations managers and QA teams.
Education
Degrees, certifications, and relevant coursework
Universidad Autónoma de Aguascalientes
Bachelor's Degree, Political Science
2015 - 2020
Earned a Bachelor's degree in Political Science at Universidad Autónoma de Aguascalientes from 2015 to 2020.
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Job categories
Skills
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