Open to opportunities

Hiram Endo

@hiramendo

Operations & customer success director who scales businesses through KPI-driven leadership and customer experience excellence.

Brazil

Message

What I'm looking for

I’m looking for a remote-friendly operations and customer success leadership role where I can drive KPI performance, improve processes end-to-end, lead strong teams, and build retention-focused customer experiences across cross-functional stakeholders.

I’m an Operations and Customer Experience leader with 13+ years founding and scaling businesses across hospitality and technology. I’ve built and led teams of up to 26 people, directing operations with up to R$550K in average monthly revenue while consistently translating operational rigor into stronger customer satisfaction and business growth.

As a Co-Founder & Operations Director, I led end-to-end restaurant operations (including a delivery-only concept), drove KPI-driven improvements, and earned strong customer ratings—4.5★ average across 289 Google reviews and 4.6★ across 25 TripAdvisor reviews—while being recognized as “Best New Burger Restaurant of 2021.” I also co-founded a technology peripherals business for 13+ years, managing supplier relationships, business development, and long-term corporate client retention and account growth, with team leadership across full-time and commissioned sales.

Experience

Work history, roles, and key accomplishments

Co-Founder & Business Operations Manager

Avanço Tecnologia

Feb 2010 - Jul 2023 (13 years 5 months)

Co-founded and ran a technology peripherals business for 13+ years, generating up to R$550K in average monthly revenue. Led employees and sales reps, managing corporate client relationships to drive retention, account growth, and supplier-led business development.

Operations Management Customer Success People Management Team Leadership Business Development Strategic Planning Customer Retention Process Improvement Google Workspace Microsoft Office Microsoft Teams Slack Monday.Com KPI Reporting Business Analytics

Co-Founder & Operations Director

Muda Organic Burger & Bar

Dec 2018 - Oct 2021 (2 years 10 months)

Directed all business operations for a restaurant (and an in-house delivery concept) generating up to R$250K in average monthly revenue. Led a 26-person team and improved customer satisfaction, achieving 4.5★ (289 Google reviews) and 4.6★ (25 TripAdvisor reviews).

Operations Management Customer Success People Management Team Leadership Process Improvement Business Development Strategic Planning Customer Retention Recruitment Onboarding Training Performance Management Google Workspace Microsoft Office Microsoft Teams Slack Monday.Com KPI Reporting Business Analytics

Partner & General Manager

Box Deli SP

Feb 2018 - Apr 2020 (2 years 2 months)

Managed day-to-day operations for a deli generating R$80K in average monthly revenue and led a team of 8 employees. Standardized service and operational processes to achieve 4.4★ average across 55 customer reviews.

Operations Management Customer Success People Management Team Leadership Process Improvement Customer Retention Google Workspace Microsoft Office Microsoft Teams Slack Monday.Com KPI Reporting Business Analytics

Education

Degrees, certifications, and relevant coursework

University of Mogi das Cruzes (UMC)

Specialization in People Management (Gestão de Pessoas), People Management

2018 - 2019

Completed a specialization in People Management (Gestão de Pessoas) at the University of Mogi das Cruzes (UMC).

University of Mogi das Cruzes (UMC)

Bachelor's Degree in Marketing, Marketing

2014 - 2017

Completed a Bachelor's degree in Marketing at the University of Mogi das Cruzes (UMC). This followed earlier Business Administration studies at Mackenzie Presbyterian University.

University of North Carolina at Charlotte

Business Administration (Exchange Program), Business Administration

2012 - 2013

Completed an exchange program in Business Administration at UNC Charlotte.

Mackenzie Presbyterian University

Business Administration (started), Business Administration

2010 - 2012

Started studies in Business Administration at Mackenzie Presbyterian University before transferring to complete the Bachelor's degree in Marketing at UMC.