Open to opportunities

Karen Palaya

@karenpalaya

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Operations leader with 15+ years scaling processes, teams, and customer experience.

Philippines

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What I'm looking for

I seek a role where I can lead operations or program teams, build scalable processes, support founders, and drive measurable performance improvements in a fast-paced, growth-oriented company.

I am a results-driven operations leader with over 15 years of experience across customer success, sales, procurement, recruitment, executive support, and team leadership. I currently serve as Central Operations Manager at Muvr, where I drive operational excellence in a high-growth, fast-paced startup environment.

I have a proven track record of building scalable systems, streamlining processes, and leading cross-functional teams in both corporate and startup settings, with prior roles at Amazon, Bell Canada, Petco, Magic VA, and Kidmoto. I specialize in operational strategy, performance management, SOP governance, and removing execution blockers to enable founders and leadership teams to scale efficiently.

As a hands-on leader, I prioritize clarity, accountability, and measurable outcomes—implementing reporting, SLAs, and tooling to improve service delivery, coach high-performing teams, and deliver sustainable growth under pressure.

Experience

Work history, roles, and key accomplishments

Current

Central Operations Manager

Current

Muvr

Dec 2025 - Present (1 month)

Drive cross-department alignment, governance, and SOPs to scale operations, surface risks, and remove blockers to enable consistent execution in a high-growth startup.

Operations Management SOPs Process Improvement Governance Risk Management performance reporting

Current

Executive Assistant

Current

Magic VA

Nov 2025 - Present (2 months)

Provided executive and administrative support to founders, managed calendars and communications, and ran business development tasks including lead generation and CRM outreach to grow pipeline.

Executive Support Calendar Management CRM Lead Generation Cold Outreach Market Research

Customer Service & Sales Ops Lead

Bell Canada

Sep 2018 - Sep 2025 (7 years)

Led and coached a high-performing remote/hybrid team to improve sales performance and customer satisfaction by implementing data-driven KPI monitoring and operational process improvements.

Team Leadership KPI Analysis Sales Operations & Customer Success Performance Management Process Improvement Cross Functional Collaboration

Operations Manager

Kidmoto

Oct 2021 - Feb 2022 (4 months)

Managed daily logistics, route optimization, and resource allocation while implementing process improvements and KPIs to boost operational efficiency and service quality in a startup environment.

Logistics Management KPIs Process Standardization Resource Allocation

Associate Manager, Customer Experience

Amazon Retail

Dec 2014 - Sep 2018 (3 years 9 months)

Led and coached a customer experience team to exceed satisfaction targets, using performance data and customer insights to implement improvements and maintain SLA/quality standards.

Customer Experience Data Analysis SLA Management Quality Assurance Performance Improvement

Procurement Specialist

Petco

Jul 2012 - Nov 2014 (2 years 4 months)

Managed end-to-end procurement for indirect categories, negotiated contracts, executed purchase orders, and identified cost-saving opportunities through inventory and spend analysis.

Procurement Supplier Sourcing Contract Negotiation Vendor Management Indirect Spend Analysis

Communications Analyst

Petco

Oct 2010 - Jul 2012 (1 year 9 months)

Facilitated calibrations and communication activities, analyzed engagement data, and developed training modules to improve call quality and team communication effectiveness.

Training Development Reporting Employee Engagement