Open to opportunities

Victor Villalobos

@victorvillalobos

Message

Operations and Trust & Safety leader driving performance, quality, and people-first operational stability.

Costa Rica

Message

What I'm looking for

I seek a leadership role where I can drive operational excellence in Trust & Safety or service delivery, prioritize team well-being, and scale processes for measurable performance improvements.

I am an operations and Trust & Safety leader with 10+ years managing complex, people-driven workflows across healthcare and platform safety environments. I partner with cross-functional teams to monitor SLAs, manage risks, report performance trends, and ensure consistent policy execution while supporting team well-being and resilience.

I have founded and scaled health services organizations, led customer service and moderation teams at scale, and delivered measurable improvements in quality, staffing, and operational governance. I am known for clear communication, sound judgment under pressure, and a structured, people-first approach to driving accountability and sustainable operating rhythms.

Experience

Work history, roles, and key accomplishments

Current

Delivery Operations Senior Analyst

Current

Accenture

Feb 2025 - Present (1 year 1 month)

Lead operational oversight for Trust & Safety delivery operations, monitoring SLAs, quality metrics, and escalations while delivering executive reports and driving corrective actions to mitigate risks.

Trust & Safety SLA Quality Assurance Escalation Management Risk Management Cross Functional Collaboration Performance Analysis

Wellness Operations Manager

CooperSurgical

Jan 2023 - Dec 2025 (2 years 11 months)

Managed payroll, workforce scheduling, customer service operations and vendor coordination to support operational planning and day-to-day service continuity for wellness operations.

Payroll Management Workforce Planning Vendor Management Customer Service Operations And Operations Planning Coordination

Operations Manager

Hospital Clínica Alpha

Feb 2024 - Jun 2025 (1 year 4 months)

Led end-to-end operational processes including recruiting, payroll, workforce scheduling, and execution quality of medical and administrative services while managing stakeholder relations and escalations.

Workforce Management Payroll Administration Quality Assurance Stakeholder Management Escalations Healthcare Operations

Senior Financial Advisor

Vida Software

Sep 2023 - Jan 2024 (4 months)

Performed credit studies and developed financial improvement programs for U.S. clients, supporting 25+ clients monthly and achieving Top 3 producer recognition for consistent results.

Credit Analysis Financial Counseling Client Management Client Communication Sales Performance Program Design

Team Manager

Amazon

Sep 2022 - Sep 2023 (1 year)

Built and led a customer service team, owned KPI-driven performance management, staffing and payroll, and delivered local and global projects to improve customer service and agent training.

Team Leadership KPIs Payroll Administration CRM Operations performance reporting Continuous Improvement

General Manager

Kanane Health Center

Dec 2015 - Jul 2022 (6 years 7 months)

Founded and scaled a health services company, designing the operating model and service portfolio while leading scheduling, payroll, vendor management and customer service delivery to become a regional leader.

Strategic Planning Service Design Workforce Management Payroll Operations Vendor Management Customer Service Scaling

Operations Manager

Kaia Wellness

Jul 2013 - Nov 2015 (2 years 4 months)

Managed payroll, workforce calendars, customer service operations and vendor relationships to support organizational growth and service expansion in health-focused offerings.

Payroll Scheduling Customer Service Vendor Management Operations Support Resource Planning

Operations Manager

Vida Sana

Jan 2011 - Nov 2013 (2 years 10 months)

Led operational administration including payroll, scheduling, customer service and supplier management while supporting the launch and operationalization of nutrition, therapy and fitness services.