Juan Aviles
@juanaviles
People Operations and Operations leader driving global service delivery and operational excellence.
What I'm looking for
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
Head of Human Resources
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.
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.
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%.
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%.
Education
Degrees, certifications, and relevant coursework
Bircham International University
Bachelor in Business Administration, Business Administration
2021 - 2021
Completed a Bachelor in Business Administration through Bircham International University in 2021.
Centro Cultural Salvadoreño
English Proficiency Program, English
2001 - 2001
Completed an English Proficiency Program at Centro Cultural Salvadoreño in 2001.
Availability
Location
Authorized to work in
Job categories
Skills
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