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Juan mart
Open to opportunitiesAssistant Site Director of Operations
I lead BPO operations, profitability, and scalable performance improvement across large customer service programs.
ColombiaAssistant Site Director of Operations at OTD Americas
About
I'm leading operations at OTDAmericas, overseeing the financial performance, profitability, and operational health of a 350-headcount BPO program. I partner with clients and executive leadership while directing Operations, Workforce Management, Training, Quality Assurance, and support functions.
I've progressed through customer service, supervision, backup operations management, and operations management roles supporting PayPal and other North American programs. I use dashboards, KPI analysis, workforce planning, Scrum practices, and continuous improvement to strengthen productivity, customer experience, and sustainable growth.
Experience
Assistant Site Director of Operations
Responsible for overall financial performance, profitability, and operational health of BPO program. Directed cross-functional departments and owned P&L-related operational drivers to maximize account profitability.
BPO OperationsP&L managementStrategic PlanningWorkforce ManagementData AnalysisLeadershipContinuous Improvement
Education
EAN University
Completed Scrum Master certification at EAN University in 2025.
Completed Scrum Master certification at EAN University in 2025.
Central University of Colombia
Graduated as a Professional in Publicity with a focus on Marketing and Advertising.
Golden Bridge Corp SAS
Completed an intensive English course program, graduating with honors for most outstanding progress.
Elizabeth II School
Completed high school education at Elizabeth II School.
Elizabeth II School
Completed primary school education at Elizabeth II School.