I’m seeking a fully remote leadership role where I can lead teams, improve operations, solve complex problems, and drive strong customer and business results.
Looking for a job
Pedro Fonseca
@pedrofonseca1
Bilingual Program & Operations Manager with 20+ years leading teams, customer experience, contact centers, projects, and complex operations.
United StatesWhat I'm looking for
I’m a bilingual Program and Operations Manager with 20+ years of experience leading teams, building and improving operations, and managing complex programs and projects across customer experience, contact centers, technology, banking, and regulated environments.
Throughout my career, I’ve led program launches, built operational processes from the ground up, managed KPIs and performance, developed teams, resolved complex customer and operational issues, and coordinated cross functional initiatives involving Operations, Technology, HR, Training, Quality, and external stakeholders.
My experience includes program management, operations leadership, project execution, customer experience, contact center leadership, major incident management, process improvement, and technical support operations. I’m bilingual in English and Spanish and have more than 10 years of experience working remotely with distributed teams.
I’m currently interested in fully remote leadership opportunities where I can help organizations improve operations, develop strong teams, solve complex problems, and deliver measurable business and customer results.
Experience
Work history, roles, and key accomplishments
Directed the launch of a statewide digital program, building SOPs, workflows, and training. Led employees, managed performance and escalations, and supported customer experience. Coordinated with Operations, HR, Quality, Technology, and client stakeholders to ensure successful delivery.
Operations Supervisor
FDIC
Jan 2023 - Jul 2024 (1 year 6 months)
Led a team of eight in a regulated banking environment, managing KPIs, SLAs, quality, coaching, escalations, customer service, and compliance. Supported reporting, training, process improvement, and daily operations while ensuring adherence to established regulations and procedures.
GF
Operations & Program Support
Grace Federal
Jun 2021 - Mar 2023 (1 year 9 months)
Supported operations and program delivery for large scale public health services. Oversaw training, quality, reporting, workflows, customer support, and performance management. Supported process improvements, documentation, employee development, and cross functional program execution.
Managed global operations and major incident response in complex enterprise technology environments. Coordinated technical teams during critical incidents, drove issues through resolution, supported root cause analysis, and provided executive level reporting. Led operational improvements while supporting program execution and performance.
DE
Managed global technology operations and cross functional teams, supporting incident, problem, change, release, and project management activities. Led operational improvements, performance management, reporting, employee development, and major organizational change initiatives.
Managed major incidents, operations, and project activities supporting global technology environments. Coordinated critical incidents through resolution, led operational reviews, supported risk management, software upgrades, problem and change management, and cross functional projects involving technical teams and business requirements.
TS
Supported the Bank of America environment, leading major incident management activities and coordinating global technical teams during critical production issues. Managed incidents through resolution, supported problem and change management, analyzed recurring issues, and maintained communication with business and technical stakeholders.
Led bilingual contact center teams across customer service, retention, sales, and technical support operations. Managed KPIs, SLAs, quality, coaching, escalations, scheduling, customer experience, and employee development while supporting high volume contact center operations.
Education
Degrees, certifications, and relevant coursework
BA
Business Administration
Bachelor of Business Administration, International Business
2008 - 2012
Grade: 3.9
Activities and societies: International Business Studies, Leadership Development, Cross Cultural Communication, Business Management
Bachelor of Business Administration in International Business.
LC
Leadership Coaching Certification
Certification, Leadership Coaching
Grade: 4.0
Leadership Coaching Certification with over 480 hours of training.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
United StatesAuthorized to work in
Salary expectations
70k-150k USD
Social media
Job categories
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