Omar Guerrero Email & Phone Number

Austin, Tx, Us

San Francisco, California, Us

I lead the program management (PMO) and technology function for Figma’s Product Support — creating strategy, building top talent and driving high impact programs. We operate with agility and rigor, scaling operational excellence and implementing innovative technology solutions to deliver amazing customer experiences at scale and enable our teams to do their best work.

San Francisco, California, Us

Building the Strategy and Operations function with a focus on organizational strategy, planning, program management, tooling & systems, and product operations processes in Product Support.

San Francisco, Ca, Us

Focused on strategy and the end to end customer experience, I own the design, implementation and scaling of efficient business processes across global operations (thousands of agents processing millions of cases across 20+ languages in contact centers worldwide).Combining quantitative and qualitative signals, I am also responsible for ensuring operational readiness to support new product and policy launches impacting Trust and Safety, Claims, Risk, Payments, Quality, Monetization, Legal, Vendor/Partner Management, Marketing, Scaled Ops, Product and Engineering.Led global initiatives that solve for critical pain points in support operations and the customer experience lifecycle and resulted in improvements in quality, loyalty, cost, speed and service delivery, including Automation solutions.

New York, Ny, Us

As the project lead and Data Science fellow, I led a team researching socioeconomic factors and COVID impact on student performance and college admissions. Developed business case, project plan, timeline and final report presenting it to C-suite executives, Ivy League school professors, and data science professionals and fellows. We used Python, Tableau, querying big data with SQL, robust linear modeling, visual dashboarding, data extraction and transformation and data-driven decision making.

Austin, Texas, Us

-Managed end-to-end service operations, production and people performance in one of the most fast paced, high-volume service centers globally (Tesla's largest market, SF Bay Area). Designed service strategy and metrics in cross-collaboration with sales, quallity, operations and business development.- Led CX operations team during massive scale of Model 3 achieving all time company records. Created operating models and service delivery with focus on Lean thinking, continuous improvement, simplification and scalability.

Palo Alto, California, Us

- Specialized in program management, process improvement and innovation strategy. Worked directly with VPs and regional directors on deploying strategy, driving operational transformation and adoption of Stanford Operating System, founded on Continuous Improvement/Lean principles.- Led teams drive breakthrough improvements and execution of business/system strategies. Managed end-to-end projects and optimization of critical clinical and administrative processes, and improvements to the patient experience.

Dallas, Texas, Us

Irving, Texas, Us

Deer Park, New York, Us

It

Bachelor Of Science, Industrial Engineer

Data Science & Analytics

Smu Professional Education, Project Management Certification