Zé Pierno

Experience

1. Mar 2025 — Present

   Independent Operations & AI Projects

   Self-directed · Barcelona

   • Intentional career break to pursue entrepreneurial and technical development, applying operational thinking to product-building.
   • Built two mobile apps from the ground up: Decidefy (decision-making tool, Android) and HeyChamp (tournament organizer), using React Native and modern automation frameworks.
   • Developed a SaaS product for service-industry operations management.
   • Deepened expertise in AI-enabled workflows, operational analytics, and process automation through OpenAI Academy certifications and hands-on projects.

2. Nov 2022 — Feb 2025

   Senior Operations Manager

   TDCX · Client: Global Social Media & Video Platform (NDA-protected) · Barcelona

   • Brought in to turn around a failing operation on the verge of client termination — transformed it into one of TDCX's most trusted accounts, enabling 500%+ headcount expansion across EMEA and APAC.
   • Stabilized the operation by increasing buffer staffing from 10% to 25%, ensuring 100% delivery of contracted hours while maintaining ~35% gross profit margin.
   • Scaled from 40 to 120 FTEs (Barcelona) and 300+ FTEs globally while reducing monthly attrition from 40% to 13%.
   • Rebuilt QA infrastructure from scratch — automated feedback loops, dispute resolution, continuous improvement. QA: 85% → 96%. CSAT: 83% → 95%.
   • Co-created the Evergreen Pipeline recruiting process with HR, which became company standard for high-volume hiring.
   • Led vendor governance: monthly QBRs, capacity planning, SLA management with global stakeholders, Power BI reporting.

3. Dec 2020 — Oct 2022

   Operations Manager

   TDCX · Client: LinkedIn · Barcelona

   • Scaled LinkedIn's outsourced operations from 25 to 110+ FTEs across five concurrent workstreams, expanding from Talent Solutions into Sales Solutions.
   • Built and launched a 30-person SDR operation during a period of major organizational transition — hired, trained, and operational in under a month.
   • Managed 5 concurrent operations (Campaign Strategists, Campaign Consultants, Onboarding Specialists, Associate CSMs, SDR team) with 2 Junior Ops Managers and 110+ FTEs.
   • Built dashboards, KPI tracking systems, and reporting routines that improved SLA performance across all workstreams.

4. Jan 2020 — Dec 2020

   Team Manager

   TDCX · Client: LinkedIn (Campaign Strategist — NAMER) · Greater Barcelona Metropolitan Area

   • Led a 15-person team across EMEA and NAMER markets, consistently exceeding KPIs through hands-on coaching.
   • Built dashboards and KPI infrastructure from scratch for an embryonic operation with no existing reporting.
   • Became primary client contact, taking full ownership of the relationship as the operation scaled.

5. Aug 2018 — Dec 2019

   Team Manager

   TELUS International Europe · Client: Meta (Facebook) — Content Moderation · Barcelona

   • Managed a 15-member content moderation team, consistently hitting and exceeding quality targets.
   • Developed a coaching framework that improved agent engagement, skill development, and operational efficiency.
   • Built real-time SLA dashboards supporting performance tracking and governance routines.

6. Nov 2016 — Aug 2018

   Business Analyst

   Webhelp · Client: Google for Work (G Suite / Google Workspace) · Greater Barcelona Metropolitan Area

   • Vendor/partner management role: primary point of contact for Google Resellers, managing partner performance end-to-end.
   • Analyzed reseller performance data, conducted weekly/monthly QBRs, and identified performance gaps impacting Google's standards.
   • Organized and delivered training sessions with Google for underperforming resellers.
   • Career progression within Webhelp: Technical Support Agent → Email Specialist → Mid-Size Business → Enterprise Support → Business Analyst.
7. See earlier experience →