Responsible for leading operations strategic projects and managing the development of technological solutions focused on improving customer experience, that ensures operational excellence and the delivery of high-quality service guaranteeing compliance with KPIs.Responsible for leading the Direction´s financial process (budgeting, planning, forecasting and control) which includes the vendor management process, ensuring compliance with business strategy, service standards, and local… Show more Responsible for leading operations strategic projects and managing the development of technological solutions focused on improving customer experience, that ensures operational excellence and the delivery of high-quality service guaranteeing compliance with KPIs.Responsible for leading the Direction´s financial process (budgeting, planning, forecasting and control) which includes the vendor management process, ensuring compliance with business strategy, service standards, and local regulation.Resposible for leading the workforce management from dimensioaning and planning to daily tracking. Show less

Coordinate and manage the strategic projects that impact the digital transformation in multiple cities, articulating and prioritizing requirements from the different stakeholders, assessing risks and potential impacts, optimizing the value of the work team’s effort, ensuring timely execution and the delivery of customer-centric solutions in alignment with business strategy.Manage the global operational efficiency by leading the implementation of data-driven process improvements and… Show more Coordinate and manage the strategic projects that impact the digital transformation in multiple cities, articulating and prioritizing requirements from the different stakeholders, assessing risks and potential impacts, optimizing the value of the work team’s effort, ensuring timely execution and the delivery of customer-centric solutions in alignment with business strategy.Manage the global operational efficiency by leading the implementation of data-driven process improvements and providing strategic recommendations to specific problems raised by each city/country, local regulations changes, and issues and improvements identified in an end-to-end process analysis. Perform lean experiments, organize, and document processes ensuring continuous improvement and optimization. Show less

Evaluate, propose and manage projects focused on transforming processes, simplifying customer service, increasing customer loyalty, and augmenting productivity in airports, by performing business cases, setting goals, timelines and scopes, ensuring the engagement of the key stakeholders, and dealing with communications, risk management, execution, performance, and monitoring.Coordinate and support the training process and rehearsals for customer service staff, by creating training… Show more Evaluate, propose and manage projects focused on transforming processes, simplifying customer service, increasing customer loyalty, and augmenting productivity in airports, by performing business cases, setting goals, timelines and scopes, ensuring the engagement of the key stakeholders, and dealing with communications, risk management, execution, performance, and monitoring.Coordinate and support the training process and rehearsals for customer service staff, by creating training material in alignment with new or updated operational procedures, ensuring compliance with QA and service standards. Show less

Responsible for defining and disclosing the customer compensation policy, managing the budget, identifying and implementing improvements and optimizations for the process, and, guarantee the operation and usability of the CORE compensation platform by defining functional and technical requirements, dealing with validation and test execution, and monitoring metrics.