Open to opportunities

Norman Chingcuanco

@normanchingcuanco

Message

I build production web applications and lead global operations teams to measurable customer and business outcomes.

Philippines

Message

What I'm looking for

I'm looking to build production products where I can combine full-stack development with my experience leading operations, improving processes, and delivering measurable customer and business outcomes.

I've led country and global operations at Dexterous Global, FoodByUs, Juniper Networks, and Grab while building production full-stack applications. I bring 15+ years of operational leadership to the code I now write.

At Dexterous Global, I lead day-to-day Philippine operations and AI and technology adoption, reaching 90% training completion and 70%+ weekly tool usage. I also drive engagement and service programs that maintain client NPS above 65 and reduce complaints by 20% year over year.

At FoodByUs and Grab, I managed country-level P&L, product delivery, customer operations, and large-scale growth initiatives. My work helped achieve CSAT above 95%, launch product features on time, cut driver onboarding from four days to two, and onboard 4,000+ displaced drivers across Metro Manila.

I'm now building with the MERN stack, Vue.js, React Native, and production deployment tools. My projects include ReelTalk, an IT ticketing and time tracker, and an asset inventory tool—products shaped by the operational problems I've spent my career solving.

Experience

Work history, roles, and key accomplishments

Current

Global Operations Manager

Current

Dexterous Global

Mar 2026 - Present (7 months)

Serve as senior operations authority for the PH team with full decision-making over day-to-day operations. Lead AI and tech adoption, track adoption metrics, and drive quality and utilization improvements.

AI Adoption Operations Management Process Improvement Stakeholder Management Data Analysis eNPS Improvement Client NPS Utilization Management

Country Manager

FoodByUs

Apr 2024 - Mar 2025 (11 months)

Led the CS team to exceed monthly targets, achieving CSAT above 95% and 98% adherence to Average Handling Time. Managed country-level P&L, budgeting, and financial planning, and improved operational processes using time and motion studies and data analytics.

CSAT Average Handle Time P&L management Budgeting Financial Planning Time And Motion Study (TMS)Data Analysis Product delivery

Global Operations Support Manager

Juniper Networks

Jul 2023 - Apr 2024 (9 months)

Championed customer service mindset driving CSAT consistently above 90%. Implemented regional projects to reduce call volume and drive web-based tool adoption, and led organizational restructuring to optimize costs.

Customer Service CSAT Process Improvement organizational restructuring Cost Optimization Stakeholder Management

Head of Driver Acquisition and Support

Grab

Sep 2015 - May 2022 (6 years 8 months)

Streamlined Driver Acquisition process, reducing onboarding time from 4 days to 2 days. Designed driver R&R programs, increasing PH NPS by 65%, and onboarded 4,000+ pandemic-displaced drivers across 8 LGUs.

Driver Acquisition Onboarding NPS Program Design Operations Management Stakeholder Management Product Launch

Assistant Manager, Outsourcing

Q2 HR Solutions

Aug 2014 - Aug 2015 (1 year)

Sold and managed RPO, managed services, and manpower outsourcing for enterprise clients. Developed SOWs, KPIs, and process flows, and designed and governed SOPs across the Outsourcing Division.

RPO Managed Services Outsourcing SOW KPI development Process Design Governance SOPs