Cesar De La Cruz

I'm looking for a remote-first customer success, customer support, or service delivery role where I can own client relationships, customer onboarding, complex issue resolution, escalation management, and cross-functional service delivery while improving processes, SLA performance, and customer experience. I’m a Senior Service Delivery, Customer Success & Operations leader with 20+ years of experience supporting U.S.-based organizations across customer-facing, SaaS-adjacent, telecommunications, and distributed service environments. I focus on customer onboarding, SLA performance, escalation resolution, and operational leadership that keeps service quality visible and consistent. Recently, I led the operational launch and infrastructure setup of a new international office—designing onboarding workflows, operational tracking systems, workforce readiness processes, and scalable operational frameworks to support rapid growth. I built plug-and-play onboarding systems enabling same-day operational readiness for new hires, while stabilizing continuity during the transition from remote to on-site operations. In prior roles, I managed customer operations for remote U.S. clients, oversaw escalation management and operational continuity, and reduced escalations by 40% through workflow optimization and structured communication. I also designed operational tracking systems supporting visibility and coordination for 300+ field technicians, and led workforce operations for 100+ agents through real-time monitoring, staffing optimization, and queue management.