Operations • Automation • Execution
Operations leadership that turns strategy into execution.
I am an operations and automation leader with 15+ years of experience building systems, improving processes, coordinating cross-functional teams, and translating strategy into accountable execution.
My experience spans operations, recruitment, customer experience, IT service delivery, marketing operations, revenue operations, workflow automation, and AI-enabled process improvement.
40%
Faster Deployment
60%
Response Time Improvement
94%
CSAT Achieved
35%
Higher Conversion
I bring structure to complex, fast-moving organizations.
Best suited to environments where priorities move quickly, teams cross functional boundaries, and execution needs stronger structure.
Operating at the intersection of people, process, technology, and execution, my strength is entering complex environments, identifying where operations break down, and building ownership, workflows, KPIs, and the right systems.
With 15+ years of experience spanning operations, program management, recruitment operations, CX, IT service delivery, marketing and revenue operations, automation, AI-enabled workflows, and executive support, I work best with founders, COOs, and executives who need someone moving seamlessly between high-level strategy and operational detail.
How I Operate
Clarity Before Activity
Turn priorities into explicit outcomes, owners, deadlines, and success measures.
Systems Over Heroics
Build repeatable processes so execution doesn't depend on continuous firefighting.
Visible Accountability
Establish dashboards, KPIs, operating rhythms, and clear ownership across teams.
Automate the Repeatable
Use automation and AI where they improve speed, consistency, quality, and decisions.
What I Do
Four core pillars of operational leadership and execution.
- Operational Leadership & Execution
- Translating strategic objectives into priorities, operating rhythms, ownership, KPIs, and executable plans.
- AI, Automation & Process Improvement
- Mapping inefficient workflows and redesigning them with automation, AI, integrations, and clearer processes.
- Customer, Recruitment & Service Operations
- Building scalable workflows and team structures across recruitment, CX, and IT service delivery.
- Revenue & Marketing Operations
- Aligning systems, data, workflows, and handoffs across marketing, sales, and revenue teams.
Selected Operational Impact
A selection of initiatives where systems, processes, teams, and execution were redesigned to produce measurable outcomes.
AI-Assisted Recruitment Operations
Challenge
Slow, inconsistent manual screening processes causing delays and candidate drop-off.
Role / Mandate
Build an AI-assisted resume scoring workflow, automated interview scheduling, standardized evaluation, and ATS integration.
What I Did
- Built an AI-assisted resume scoring workflow
- Automated interview scheduling and recording
- Standardized the candidate evaluation process
- Integrated workflows directly with the existing ATS
Outcome
Reduced screening time by 5–12 days and generated a reported ₱3.48M in annual operating savings.
CX Team Scaling & Automation
Challenge
Scaling the customer experience organization without degrading response times or service quality.
Role / Mandate
Scale a distributed team from 15 to 85 representatives seamlessly.
What I Did
- Built a unified omnichannel ticketing setup
- Established reliable forecasting and workforce models
- Implemented strict CSAT and quality assurance standards
Outcome
Improved first-response time 60% and raised CSAT from 72% to 94% within six months.
IT Service Delivery & Infrastructure
Challenge
Fragmented vendor contracts and slow, manual software deployment processes.
Role / Mandate
Restructure vendor contracts, automate deployment pipelines, and add SLA tracking.
What I Did
- Restructured global IT vendor contracts
- Automated software deployment pipelines
- Implemented SLA tracking and enforcement across three continents
Outcome
Cut deployment time 40% and generated a reported $1.2M in annual vendor cost savings.
Revenue Operations
Challenge
Disconnected tools, data silos, and misaligned handoffs across revenue teams.
Role / Mandate
Centralize systems, establish a forecasting source of truth, and align CRM and lead routing.
What I Did
- Centralized tools and data across revenue-generating teams
- Established a single source of truth for forecasting
- Aligned CRM workflows and automated lead routing
Outcome
Increased lead-to-opportunity conversion 35% and protected a reported $2.5M in ARR.
What People Say About Working With Me
Direct feedback from executive teams, clients, and partners on execution, leadership, and operational results.
“Richard delivered good work, accomplished a lot of projects and had a big contribution on improving the performance of our Customer Care team. His communication was top-notch, met all deadlines and his skills were reasonably strong. I enjoyed working with Rich and will likely have additional jobs for him in the future.”
“Intelligent, helpful, good English. Richard is capable of research as well as conversing with clients and assisting with internet marketing. I recommend Richard to all on oDesk.”
“We highly recommend Rich! He provided consistently outstanding work, was easy to communicate with, and brought true value to our team. Thanks for your work, Rich!”
Tools & Systems
Technology is a means to better operations—not the strategy itself.
Work Management
- Jira
- Asana
- Monday.com
- Notion
- Airtable
- Basecamp
CRM & Customer Operations
- GoHighLevel
- HubSpot
- Zendesk
- Intercom
- Gleap
AI, Automation & Development
- OpenAI
- Claude
- Manus
- Retell
- Zapier
- Make
- GitHub
Analytics
- Google Analytics
- Looker Studio
- Data Studio
Independent Client Work
I support independent consulting and strategic project work alongside leadership roles. View my verified history on Upwork.
Ways to Work Together
Executive Leadership
Engage a senior operator to own execution, organizational performance, and daily cross-functional alignment full-time.
Fractional Operations
Bring experienced leadership and structural accountability to your team without the overhead of a full-time executive hire.
Strategic Projects
Deploy defined initiatives in process redesign, automation, AI integration, recruitment ops, CX, or revenue operations.