Open to opportunities

José Cubillo

@joscubillo

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Manager driving transformation, quality, and AI-powered service improvements.

Costa Rica

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What I'm looking for

I seek leadership roles where I can drive digital transformation, process excellence, and customer-centric operations, working with cross-functional teams to deliver measurable efficiency and quality improvements.

I am a manager with over 10 years leading strategic transformation, quality management, customer experience, and enterprise architecture across financial services, higher education, and cooperative sectors.

I have a proven record implementing ISO 9001, INTE G35, and ISO 14001 integrated management systems, optimizing operational portfolios by up to 60%, and deploying AI-powered solutions such as chatbots and RPA to enhance service delivery.

I align IT, strategy, and business operations using frameworks like COBIT 5.0, TOGAF, Six Sigma, and Scrum, and I have led cross-functional teams of up to 25 people while teaching Business Intelligence and Data Governance at university level.

I deliver measurable outcomes — from improving response efficiency by over 70% with chatbots to achieving 95% internal audit SLA compliance — and I seek roles where I can drive process excellence, digital transformation, and customer-centric operations.

Experience

Work history, roles, and key accomplishments

Head of Processes & Transformation

Universidad Fidélitas

Jan 2023 - Jan 2025 (2 years)

Led an 18-person team across Process Management, WFM, Quality, and CX; implemented AI chatbots improving response efficiency by 70%+ and deployed a document & process management system that passed external audit.

Process Management Workforce Management Chatbot Customer Experience Document Management Customer Journey Mapping

Enterprise Architecture Manager

Coopeservidores Financial Cooperative

Jan 2021 - Dec 2022 (1 year 11 months)

Directed enterprise architecture, quality, strategic planning and PM across the group; led 100% group certification under ISO 9001:2015, INTE G35 and ISO 14001 and reduced project portfolio by 60%.

Enterprise Architecture ISO 9001 INTE G35 ISO 14001 Strategic Planning Root Cause Analysis Project Management

Head of Enterprise Architecture

Coopeservidores

Jan 2017 - Jan 2021 (4 years)

Aligned IT and business strategy using COBIT 5.0 and TOGAF, led ISO 9001:2015 re-certification and supported regulatory compliance with SUGEFIG requirements, earning leadership recognition.

ISO 9001 Regulatory Compliance IT strategy Strategic Planning Stakeholder Management

Project Director / Consultant

Consultorías, Manejo y Desarrollo de Empresas S.A.

Jan 2013 - Jan 2015 (2 years)

Delivered process improvement, business continuity and information security projects for clients in finance, logistics and healthcare; developed proposals and closed institutional sales.

Process Improvement Business Continuity Information Security Proposal Development Stakeholder Engagement Project Delivery

Quality & Process Engineer

Banco Nacional de Costa Rica

Jan 2009 - Jan 2013 (4 years)

Designed and implemented QMS based on ISO 9001:2008 across banking operations, reducing documentation by up to 83% and leading credit process measurement initiatives to improve risk and efficiency.

Quality Management Systems ISO 9001 Risk Analysis Continuous Improvement

Education

Degrees, certifications, and relevant coursework

Instituto Tecnológico de Costa Rica

Bachelor of Science, Industrial Production Engineering / Business Intelligence

Completed a Bachelor of Science program in Industrial Production Engineering and pursued specialist studies in Business Intelligence at the Instituto Tecnológico de Costa Rica.