Fábio Osório
@fbioosrio
I’m a Director of Operations who builds scalable, automated workflows that drive measurable business performance.
PortugalWhat I'm looking for
I’m a Director of Operations with 10+ years of experience designing scalable operational systems and leading cross-functional initiatives across technology, marketplace, and enterprise customer operations. I’m known for transforming manual processes into scalable workflows by leveraging automation and data, and for partnering with executive leadership to drive strategic growth.
At BuyOrBorrow Music, I own the operational framework and established SOPs, training manuals, operational reporting, and customer operations workflows. I also architected a real-time Partner Program Dashboard to cut weekly reporting from ~10 hours to under 1 hour, led an automated logistics solution that reduced return-label processing by ~90%, and redesigned CRM dunning workflows—reducing manual effort by 40% while improving failed payment recovery by 7%.
Experience
Work history, roles, and key accomplishments
Director of Operations
BuyOrBorrow Music
Jun 2022 - Present (4 years 1 month)
Owns the company’s operational framework and partners with Development, Product, Finance, Marketing, and Logistics to build scalable processes, policies, reporting, and customer operations. Led dashboards, automated logistics for return-label processing, customer rewards, and CRM dunning workflow redesigns.
Head of Operations
T14 Marketing
May 2022 - Dec 2022 (7 months)
Developed KPI frameworks and executive dashboards to improve operational visibility and leadership decision-making through data-driven reporting.
Operations Manager
Mae's Food
Feb 2021 - May 2022 (1 year 3 months)
Served on the senior leadership team responsible for scaling operations, including operational processes, documentation, recruitment standards, and executive reporting. Improved supplier payment workflows while managing payroll operations.
Started as a Customer Service Representative at Teleperformance and progressed through leadership roles within the organization during 2014–2021.
Managed nine team supervisors with indirect responsibility for approximately 90–120 customer service representatives, leading workforce planning, operational performance, KPI management, and quality initiatives. Coached supervisors into leadership roles and delivered executive client reviews while driving productivity, quality, and customer satisfaction improvements.
Worked at Teleperformance as a First Line Manager as part of a career progression within the company during 2014–2021.
Education
Degrees, certifications, and relevant coursework
Escola Secundária António Sérgio
Diploma in Social and Human Studies, Social and Human Studies
Completed a Diploma in Social and Human Studies at Escola Secundária António Sérgio in Porto.
Availability
Location
PortugalAuthorized to work in
Job categories
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