Open to opportunities

Jairo Canizales

@jairocanizales

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Senior Operations Leader expert in scaling teams and process optimization.

El Salvador

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What I'm looking for

I am looking for a role that fosters team growth and operational excellence.

I am a results-driven Operations and HR leader with over 10 years of experience in scaling teams and optimizing business operations. My journey has involved leading diverse teams, managing HR processes, and driving operational excellence across various sectors. I have successfully scaled teams from 5 to over 50 agents, ensuring that recruitment and onboarding processes are efficient and effective.

Throughout my career, I have developed and executed HR policies, payroll structures, and compliance procedures that support a growing remote workforce. My expertise in performance management systems has significantly improved workforce engagement and retention. I am passionate about creating structured career growth paths and enhancing team capabilities through training and development initiatives.

Experience

Work history, roles, and key accomplishments

Co-founder & Chief Operations Officer

Servicios SEO y Marketing

Jan 2022 - Jun 2024 (2 years 5 months)

Led the scaling of a B2B marketing agency from 5 to over 20 freelancers, focusing on recruitment, HR policy development, and operational efficiency. Managed client accounts and financial planning while implementing performance management systems to enhance freelancer engagement.

HR Policies Recruitment Financial Planning Performance Management Payroll Administration Contract Management Business Operations

Product Support Quality Assurance Specialist

Hopin

May 2021 - Feb 2022 (9 months)

Developed QA frameworks for monitoring customer support quality across a team of 40+ agents. Created SOPs for audits and training, and collaborated with leadership to enhance support processes, improving customer satisfaction and operational efficiency.

Quality Assurance KPI Tracking Customer Training Performance Monitoring Process Improvement Team Collaboration Customer Satisfaction Technical Support

Product Support Specialist | Online Events Specialist

Hopin

Aug 2020 - Jun 2021 (10 months)

Provided technical support for virtual and hybrid events, assisting B2B and B2C clients. Developed training materials and knowledge base content, ensuring high-quality customer support across multiple channels.

Technical Support Customer Support Training Development B2B Support B2C Support Event Management

Senior Operations & HR Manager

ModSquad

Dec 2015 - Jul 2020 (4 years 7 months)

Oversaw the expansion of a customer support team from 20 to over 50 agents. Managed recruitment, onboarding, and the implementation of HR systems, while enhancing employee retention through structured career growth paths and training programs.

Recruitment Onboarding HR systems Employee Retention Training Development Performance Monitoring Process Automation Customer Support Management

Customer Support Specialist

ModSquad

Jul 2014 - Dec 2015 (1 year 5 months)

Delivered multi-channel customer support for SaaS and entertainment brands, troubleshooting technical issues and managing back-office operations. Contributed to revenue growth through upselling premium services.

Customer Support Technical Troubleshooting Back Office Operations Upselling Data Analysis SaaS Support Client Engagement Revenue

Education

Degrees, certifications, and relevant coursework

Fundación Universitaria del Área Andina

Associate’s Degree, Business Administration

2022 - 2023

Completed an Associate’s Degree in Business Administration, focusing on the principles of business management, financial oversight, and operational efficiency.