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Barcelona, Spain • Remote/Hybrid

[email protected] • LinkedIn

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I’m a Project Manager with 10 years of experience leading cross-functional global teams through every stage of the product cycle — from ideation and pre-production to delivery, launch, and post-release refinement.

• Planning, prioritization, delivery management of technical projects; workflows from scratch.
• Documenting and optimizing processes across departments.
• Develop and track product roadmaps, manage backlogs and sprints, coordinate with all kinds of teams (Product, Engineering, Analytics, Marketing etc.) to ensure smooth communication.
• Turn complex ideas into clear plans and real solutions for different teams.
• Hands-on experience designing OKRs and aligning team goals with company strategy.
• Analytical skills, with the ability to evaluate project outcomes and track success through adoption KPIs.
• Turn ideas into structured, measurable outcomes that balance creativity, precision, and impact.
• B2 English, both written and verbal.
• High level of autonomy and independence, with the ability to navigate ambiguity and quickly adapt to new tools and challenges.
• Comfortable working with APIs.
• Team-first mentality.

Experience

May 2024 – Jul 2025

CX operations | Manychat

• Coordinate cross-team operational projects between IT, Support, and Product to ensure smooth delivery of internal tools and knowledge systems.
• Manage incoming requests from regional teams (EMEA & LATAM), prioritize tasks, and track completion against SLAs.
• Act as the main point of contact between technical support teams, internal stakeholders, and leadership to resolve issues quickly and keep communication clear.
• Launch and oversee new internal systems (LMS, Slack automations, analytics dashboards), defining processes, documentation, and ownership.
• Improve visibility into key operational metrics like response time and resolution rates through structured reporting and dashboards.
• Drive process alignment across departments, ensuring consistent documentation and accountability for ongoing IT and support initiatives.

March 2022 – October 2023

Chief Customer Officer | Helpdesk Media Foundation

• Built and led operational systems from the ground up, coordinating between tech, R&D, and support teams to launch and scale internal tools and workflows.
• Acted as the main liaison between engineering, product, and leadership — ensuring clear communication, timely updates, and alignment on priorities.
• Structured and documented all support and data-related processes, creating visibility across multiple workstreams and improving response consistency.
• Managed incoming requests from internal and external stakeholders, prioritized tasks, and tracked completion against project timelines and SLAs.
• Introduced reporting dashboards to monitor key operational metrics, including response rates, backlog health, and process adherence.
• Identified workflow gaps and led cross-team initiatives to streamline escalation and delivery processes.

March 2022 – October 2023

Sabbatical

September 2021 – January 2022

Customer Service Project Manager | Skyeng LLC

• Managed Scrum, sprints, and cross-team projects. Maintained documentation in Confluence
• Slashed first-reply time by 60% through new process implementations
• Built foundational documentation and templates, contributing to better NPS scores