Open to opportunities

Juan Aviles

@juanaviles

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People Operations and Operations leader driving global service delivery and operational excellence.

El Salvador

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What I'm looking for

I am looking for a remote or global leadership role where I can lead people operations and operations teams, drive process improvements, and scale service delivery while partnering with stakeholders for measurable business impact.

I am a People Operations and Operations leader with 15+ years of experience driving global service delivery, workforce strategy, and organizational performance across BPO, technology, and institutional environments. I have managed multi-layered teams (130+ direct reports, temporary oversight of 200+ agents) and aligned delivery with US-based clients.

My background includes KPI governance, workforce scalability, vendor and contract management, and cross-functional systems transformations such as HRIS onboarding (Workday), telephony migration (Zendesk to Cisco), AWS remote desktop configuration, and reporting migration to Tableau. I am fully bilingual in English (C2) and Spanish (Native) and have a proven record improving operational efficiency and client-facing outcomes.

I seek leadership opportunities where I can apply process improvement, people operations expertise, and operational forecasting to drive measurable service delivery results and organizational growth.

Experience

Work history, roles, and key accomplishments

Current

Head of Human Resources

Current

Instituto de Acceso a la Información Pública

Aug 2024 - Present (1 year 7 months)

Coordinated HR administrative processes and documentation management to support institutional operations and regulatory compliance across personnel records and internal oversight activities.

HR & Administration & Compliance Personnel Records Documentation Management Process Improvement

Operations Manager

Ubiquity Global Services

Sep 2018 - Dec 2023 (5 years 3 months)

Led end-to-end operations for up to 10 programs, managing 10 team leads and 130+ employees while ensuring KPI delivery (QA, CSAT, NPS, SLA) and driving staffing, forecasting, and margin performance.

Operations Management Workforce Planning KPIs Forecasting Stakeholder Management Vendor Management Process Improvement

Senior Team Lead Tech

WebHelp

Sep 2016 - Aug 2018 (1 year 11 months)

Led multi-tier technical support for password and VPN applications across iOS, Android, Windows, and macOS, implemented process and training improvements that increased operational efficiency by 20%.

Technical Support Escalation Management Process Improvement Training iOS Android MacOS

Senior Team Lead

Telus International

Sep 2010 - Jun 2015 (4 years 9 months)

Promoted from Tier 1 to Senior Team Lead supervising 25+ specialists for social media support of Zynga platforms and implemented a one-to-many strategy that reduced inbound volume by 30%.

Team Leadership Social Media Support Performance Coaching Escalation Management Volume Reduction Strategies Customer Experience Reporting