Ricardo Figueiredo
About
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VP, Customer & Employee Experience
Portugal
Résumé
Jobs
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VP, Customer & Employee Experience and Global PayrollPeblApr 2026 - Current (5 months)- VP, Customer & Employee ExperiencePeblSep 2025 - Mar 2026 (7 months)
- Senior Director (Tech Vertical) & Global Engagement LeadCognizantDec 2022 - Sep 2025 (2 years 10 months)Leading global CX, Risk and Financial Crimes operations across multiple technology verticals. Spearheading AI and automation initiatives to drive efficiency, reduce support demand, and enhance customer experience. Overseeing vendor management strategies to optimize service delivery, cost control, and scalability. Collaborating with executive leadership to embed customer feedback into product and operational improvements.
- Director of Scaled User Operations and RiskStripeJan 2022 - Aug 2022 (8 months)Directed a global CX and Risk vendor organization of 4,000+ agents, ensuring operational excellence, compliance, and customer satisfaction. Optimized global vendor partnerships, enhancing performance through data-driven insights and continuous improvement frameworks. Fostered a high-performance culture by enhancing psychological safety, team collaboration, and leadership development.
- Director, gTech Commerce Customer CareGoogleNov 2020 - Dec 2021 (1 year 2 months)Led global customer care operations for Google Shopping, Flights, Hotels, and Things to Do, overseeing 50+ Googlers and 500+ vendor agents. Managed troubleshooting, onboarding, implementation, and data quality operations, ensuring seamless customer experiences. Served as a mentor in Google’s Purple Mentoring Program, fostering diversity and inclusion in leadership.
- Global VMO Head for Shopping, Flights and HotelsGoogleMar 2020 - Nov 2020 (9 months)Led global vendor operations for Google Commerce, ensuring high-quality customer interactions, performance optimization, and cost efficiency. Developed data-driven insights to improve customer support strategies, reducing resolution times and enhancing service delivery.
- Head Americas, Commerce Customer Care / Vendor Management Office (VMO)GoogleMar 2019 - Mar 2020 (1 year 1 month)Scaled Google Shopping’s customer support operations across the Americas, leading 50+ vendor agents to deliver high-quality customer interactions. Established best-in-class workforce management practices, optimizing staffing models for peak efficiency.
- Head Brazil, Global Customer CareGoogleNov 2015 - Mar 2019 (3 years 5 months)Managed Brazil’s Google Ads CX team, overseeing 50+ Googlers and 1,000+ vendor agents. Improved SLA adherence, agent productivity, and customer experience through strategic initiatives
- SMB Customer Services / Latam Vendor Relationship ManagerGoogleJan 2013 - Nov 2015 (2 years 11 months)Led the Latam Google Ads Vendor organization, responsible for Troubleshooting for Google Ads. An org of +1500 vendor agents.
- SMB Customer Services ManagerGoogleNov 2011 - Feb 2013 (1 year 4 months)Lead the Brazil Google Ads organization, responsible for Troubleshooting for Google Ads. An org of +40 Googlers.
- SMB Customer Services Team LeadGoogleSep 2009 - Nov 2011 (2 years 3 months)Led the Brazil Google Ads organization, responsible for Troubleshooting for Google Ads. An org of +10 Googlers.
- Account Strategist, AdWordsGoogleJan 2009 - Sep 2009 (9 months)Customer Support over Phone, Email and Chat.
- RecruiterGoogleJul 2007 - Dec 2008 (1 year 6 months)Google Recruiter for SMB and Large Customer Organizations.
- Talent Acquisition SpecialistAbbott LaboratoriesJul 2004 - Jun 2007 (3 years)
Education
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- Erickson Certified Professional CoachErickson Coaching InternationalJan 2018
- Universidade PaulistaUniversidade PaulistaJan 2003 - Jan 2006 (3 years 1 month)
- USP - Universidade de São PauloUSP Universidade de São PauloJan 1995 - Jan 1998 (3 years 1 month)
Publications
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- IChildren's book: Quem colocou fogo no meu cabelo?Independently published May"Who set fire to my hair" tells the story of a girl who always got angry with everyday situations, and as a result, her hair would catch fire and explode. She thought it was someone else's fault, but after some investigation, she discovered that her outbursts might have had a different cause.
- IChildren's book: Crush ListIndependently published MarA fun conversation between father and daughter about the qualities a boyfriend should have.
- IChildren's book: Tem uma coisa na minha barrigaIndependently published MarAre you ready to meet Lara, the most beautiful baby girl you've ever seen? With her big brown eyes, cute nose, and smiley mouth, everyone was over the moon when she was born. But guess what? Lara had a secret! It was an invisible feeling that lived inside her belly, and whenever she met someone new, it would make her feel yucky and sick. But don't worry, because Lara found a clever way to overcome her fears, and you can too! Let's join Lara on her adventure and discover how she learned to control her emotions and help her friends along the way.