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Work Background
Straumann GroupSenior Operations Manager
Feb. 2024San José, Costa RicaSUMMARY: Reporting to the Global Digital Treat Plan Service Head. This position will be responsible for the Costa Rican DPS. Scope includes but is not limited to functions such as production, production control, accounting, customs, human resources, IT, and quality assurance. Responsible for managing and institutionalizing structure, policies, process, procedures, roles and responsibilities, accountability, and corporate culture in Straumann operations in China so that the organization can continue to meet the Organizational commitments. ESSENTIAL DUTIES AND RESPONSIBILITIES may include the following. Other duties may be assigned · Manage a unit or dept that has multiple teams as part of the unit/dept. · Budget responsible · Responsible for the 1–3-year strategy · Consistent achieve production and quality metrics for the facility and setting new benchmark year on year. · Meet or exceed relevant metrics for shared services and support functions. · Keep monthly expenses and capital investments at or below budget plan. · Identify staffing needs/organizational changes as appropriate. · Build the core competencies of the Costa Rican DPS organization to support all operations in country. · Ensure controlled roll-out of protocol changes and improvements. · Recommend policy changes that drive improvement in customer satisfaction. · Responsible for ensuring compliance with QHS and applicable regulatory compliance of the facility. · Responsible for ensuring smooth daily operation for the site. · Drive a culture of improving service to the customers. · Ensure appropriate training process is followed for every employee. · Responsible for ISO · Responsible for creating a great place to work with engaged talents.
Responsible for ensuring the existence of appropriate channels for information flow within the organization and across the organization. · Work closely with HQ and brother company to maintain and upgrade advanced system & technology continuously.
SmileDirectClubDirector of Operations, WFM and Reporting
Jun. 2023 - Dec. 2023Costa RicaFinance Operations
- Manage Budgeting, Forecasting and financial Analysis
- Ensure compliance with local accounting Regulations
-Monitor spend and optimize financial performance
HR Management
- Help with compliance with HR Policies, including onboarding
- Implement performance Management and talent development
- Ensure payroll accuracy
Vendor management
- Create and Review BPO Contracts
-Manage and measure Performance to Contract
Payroll Administration
- Oversee timely and accurate payroll processing
-Ensure compliance with tax and labor regulations
- Collaboration with HR and finance teams for documentation and reporting
Vendor Management
-Establishment relationships with Suppliers and negotiate contractss
Regulatory Compliance
- Stay updated with laborlaws and tax regulations
-Ensure legal compliance in employment and finance operations
Operational Efficiency
- Asses and improve operational process and efficiency
-Streamline Opeartions, reduce costs, and eliminate redundancies. Crossfunctional Collaboration
- Collaborate with HR, IT, and finance teams
-Ensure Operational Alignment to support business onjectives
Performance Measurement
-Establish and monitor Key performance Indicators
-Analyze data to identify trends and implement corrective actions
Office Management
- Oversee office space, facilities, and procurement
- Coordinate with Stake holders to address office needs Team leadership:
- Lead and motivate operational staff
-Provide Guidance, coaching and feedback
-Encourage, Plan, excecute and participate in Continous Improvement activities and events
SmileDirectClubAsc. Director: Capacity Planning, WFM, Analytics & Process Automation Manager
Jan. 2023 - Jul. 2023Costa RicaDrive Capacity and WFM plans to meet Company Financial Goals
Drive Process mapping, gap analysis and Process automations for cycle time and cost reductions
Drive Operational Excellence Models to improve customer experience & Quality, increase sales, maximize efficiencies and reduce cost
Partner with BPO Leaders to drive SLA% performance and contributing KPIs
SmileDirectClubAssociate Director- CS Global Operations
Jun. 2022 - Jan. 2023Costa RicaCustomer Service Operations
Medical devices
Technology Operations
SmileDirectClubSr Manager - Enterprise Project Management
Jun. 2021 - Jun. 2022Costa Rica
SmileDirectClubSr Manager - WFM and Capacity Planning
Feb. 2021 - Jun. 2021Alajuela, Costa Rica•Drive and oversee enterprise and cross-functional continuous improvement projects to improve
Service Delivery and financial performance
• Act as point of contact for SDC WFM with Outsourcing Partners for Staffing, recruitment and
improvement efforts
• Partner with technical and multifunctional teams to design and implement standard and scalable
processes and procedures to improve customer and team member experience, process
trackability and process cycle times
• Create, track and analyze Customer Experience related KPIs to design innovative action plans, in
partnership with internal teams, that enhance the customer experience
• Drive resolution of Operational and Escalated matters with strategic short and long term fixes
SmileDirectClubSr. Manager EPMO
Oct. 2020 - Feb. 2021Alajuela, Costa RicaKEY COMPETENCIES:
Supports Strategic Initiative owners and Functional leaders to build and manage Enterprise-wide strategic initiatives
Articulates strategic decisions and initiative objectives, and assesses impact on business, including helping teams build business cases
Collaborates cross-functionally to ensure solutions and initiative/program/project plans are holistic
Provides structure, governance, and discipline to all team members contributing to the initiative
Assesses and calculates financial investment and ROI for programs and at the initiative level
Maintains a leadership role in multiple Enterprise Strategic Initiatives at the program level at any given
point in time in order to bring more a senior, seasoned approach to where it’s most needed
Serves as a Senior Project Manager responsible for creating detailed project plans and managing teams through execution of tasks to deliver enterprise strategic programs.
Directly and indirectly influences and infuses EPMO methodology at all levels of the Enterprise that are responsible to a program
Sets and monitors initiative metrics, regularly conducting operating reviews with the program and project teams and maintaining dashboards/scorecards of program health and progress
Acts as a coach/mentor/trainer to other team members in the SDC PM network
Important contributor to the “SDC PM Network – Community of Practice” that brings together project
management practitioners, process engineers, change managers, communications team members, and
organizational designers across all functions
Supports the ongoing definition and advancement of skills, processes, tools and best practices utilized in driving Enterprise initiatives, programs and projects
Establishes and maintains effective working relationships with team members, internal stakeholders
across the company, vendors and other third parties
Amazon Operations Manager
Nov. 2009 - Dec. 2019Heredia, Costa RicaAchievements:
- Business Operations Center Leader for +250 people, which included leading, coaching, developing, and appraising up to 10 area managers and 20 subject matter experts. - Drove Global Business Operations of Amazon Create Space Website in 4 fferent Countries- South Africa, India, US and Costa Rica.
- Implemented Feature to reduce customer chat handle times by 2 minutes reporting $3.5M in annualized savings.
- Turned around 6 International Market places performance in quality (50%) and productivity (30%) reporting yearly savings of $330K.
- Created a contingency plan for excess seating capacity reporting expense savings of $300K. Implemented metric, reporting structure, and control process to reduce operator idle time by 2% filing savings of $270K yearly.
- Drove the implementation and follow up of the Amazon Kindle Content Global Gemba Walk Process to capture improvement opportunities from the front line. Reported savings of $100K year over year.
- Created procedures and control charts to reduce defect rates in new integrated processes with a sustained performance of 1% error rate (reduced from 12%). - Coordinated cross functional projects with WFM, WW Capacity planning, Process Quality, Continuous Improvement, Training, Integration Project Management and Escalation/Defect management
Micra ConsultingService Delivery Manager
Mar. 2008 - Nov. 2009Heredia Costa Rica - Ultra Park - Intel
SYKESCS Team Supervisor
Aug. 2003 - Mar. 2008
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