Open to opportunities

Omar Caton

@omarcaton

Message

Bilingual customer success and onboarding leader specializing in hospitality SaaS and POS implementations.

United States

Message

What I'm looking for

I seek a senior customer success/onboarding role where I can lead bilingual SaaS and POS implementations, design training programs, and drive adoption and retention in a collaborative, growth-focused company.

I am a bilingual (English/Spanish) customer success and onboarding specialist with 30 years of experience driving digital onboarding, training, and operational excellence across franchise, corporate, and front-line environments in the US, Mexico, and Latin America.

I have led large-scale onboarding and SaaS/POS rollouts for major brands, implemented remote training programs using EdApp and Google Classroom, and created SOPs, scorecards, and analytics dashboards that improved retention and adoption metrics.

I deliver cross-functional enablement, curriculum design, and platform implementation with measurable impact—reducing turnover, improving new-hire engagement, and accelerating franchise and multi-unit client ramp-up.

Experience

Work history, roles, and key accomplishments

Current

Chief Operating Officer

Current

Grupo HEMA

Jan 2025 - Present (1 year 5 months)

Led digital onboarding, operational excellence, and bilingual training for Burger King, Subway, and Buffalo Wild Wings franchise teams, improving new-hire retention and engagement across 220+ staff. Implemented cross-brand operational scorecards and remote onboarding modules to standardize performance.

Customer Onboarding SaaS Implementation Operational Scorecards

Fractional COO / Training Lead

Food Box

Jan 2024 - Jan 2025 (1 year)

Oversaw digital onboarding and client success for franchisees, designing bilingual remote onboarding content and delivering interactive training via EdApp and Google Classroom while supporting POS rollouts and analytics dashboarding.

Onboarding EdApp Google Classroom Franchisee Training Bilingual Enablement Curriculum Design

Senior Operations Consultant

Various Restaurant Brands

Jan 2020 - Jan 2022 (2 years)

Facilitated onboarding, remote/hybrid training, and digital transformation projects for multi-unit US and Latin American clients, leading cross-functional teams to drive platform adoption and improve client retention.

Onboarding Remote Training Change Management & Customer Success

Director of Operations

Grupo Galeria

Jan 2010 - Jan 2020 (10 years)

Streamlined onboarding and training for 800+ team members and franchisees, reducing turnover by 70% and implementing POS and SaaS solutions with SOPs and multi-channel support to accelerate franchise ramp-up.

Franchise Operations Onboarding SOP Development POS Implementation SaaS Integration Turnover Reduction

Field Training Consultant

DineEquity

Jan 2003 - Jan 2010 (7 years)

Designed and delivered onboarding manuals and curriculum for franchise, multi-unit, and corporate teams, reducing post-opening turnover and improving franchisee ramp-up experiences.

Curriculum Design Performance Improvement Training Delivery