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Alejandro De La Hoz

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Head of Operations and Delivery | Service Delivery Manager | Sr. Program Manager
Bogotá, Bogota, Colombia
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Résumé

Jobs verified_user 0% verified
  • D
    Head Of Delivery And Operations
    Deep.BI
    Feb 2026 - Current (9 months)
    • Full accountability for service delivery, SLA compliance, and performance governance across all enterprise accounts - 100% SLA compliance maintained to date.
    • Runs client onboarding from kickoff through go-live; handles incident lifecycle management, escalation resolution, and executive-level communications, reporting SLA performance directly to the CEO.
    • Heads the Project Management team, planning and coordinating full-portfolio implementations across Apache Druid, StarRocks, Flink, Kafka, AI, and MCP Server deployments.
    • Built the company's operational infrastructure from scratch - policies, SOPs, runbooks, on-call coverage models, and escalation frameworks.
    • Secured contract renewals for major enterprise clients
  • Broadvoice
    Service Delivery Project Manager
    Broadvoice
    Nov 2024 - May 2026 (1 year 7 months)
    • Primary point of contact for enterprise accounts, with full ownership of contract delivery, client onboarding, and account governance from start to finish.
    • Brought together VoIP Engineers, Sales Managers, and senior leadership to keep service transitions and implementation delivery on track.
    • Technical lead on implementation decisions, maintaining operational excellence and contractual compliance through each client lifecycle.
  • Emapta Global
    Sr. Program Manager
    Emapta Global
    Jul 2024 - Nov 2024 (5 months)
    • Took ownership of implementation and ongoing management for new enterprise programs across 5 e-commerce portfolios in a BPO environment - 6 direct reports and a team of 120 CSRs.
    • Put together comprehensive project plans covering timelines, resource allocation, and risk mitigation across Operations, Training, Quality, Reporting, Sales, and Marketing.
    • Tracked KPIs and took corrective action to keep all deliverables on time and contractual obligations met.
    • Managed and mentored a cross-functional team of Operations Managers, Training and Quality Managers, Account Managers, and Workforce Managers.
  • Lean Solutions Group
    Client Success And Training Manager
    Lean Solutions Group
    Oct 2023 - Jul 2024 (10 months)
    • Held full accountability for 4 major medical provider accounts across the entire project lifecycle - from onboarding through closure.
    • Designed and ran training programs for new hires and existing staff; put targeted action plans in place to close skill gaps and raise overall team performance.
    • Tracked performance data, developed project plans, and put strategies in place to improve client satisfaction and retention.
  • Lean Solutions Group
    Lead Dispatch Coordinator
    Lean Solutions Group
    Nov 2022 - Oct 2023 (1 year)
    • Ran a team of dispatchers responsible for on-time delivery of critical healthcare goods, tracking KPIs and pushing through operational improvements.
    • Built and executed emergency response plans to keep the business running through high-impact disruptions.
  • Callzilla
    Training Onboarding Coordinator
    Callzilla
    May 2022 - Nov 2022 (7 months)
    Managed corporate inductions and onboarding for all new hires across every position in the company. Kept training engagement, retention, and satisfaction on track while supporting administrative compliance processes.
  • Concentrix
    Training And Quality Manager I
    Concentrix
    May 2021 - May 2022 (1 year 1 month)
    Led training delivery and QA evaluations as a supporting department to Operations - keeping KPIs on track and stakeholders informed through PowerBI reporting. Designed and delivered training programs, ran quality audits, and worked closely with OPS leadership to drive performance consistency across the team.
  • Callzilla
    Team Lead / Bilingual Trainer / Customer Service Representative
    Callzilla
    Dec 2018 - May 2021 (2 years 6 months)
    Progressed from bilingual CSR to Team Lead Supervisor within 2 years. Ran bilingual training programs, led frontline teams, and kept quality and performance standards consistent throughout each role.

    • Leveraged deep industry knowledge gained from managing claims for American Residential Warranty, where I applied expertise in electrical, plumbing, construction, HVAC, and home appliance systems to streamline claim processing and enhance technical accuracy in service delivery.
    • Utilized operational experience from managing architectural reviews for a specialized software firm, where I led cross-functional teams of architects and construction professionals to oversee project planning and structural management.
    • Integrate
Education verified_user 0% verified
  • Fundación Universitaria del Area Andina
    Bachelor Of Business Administration
    Fundación Universitaria del Area Andina
    Feb 2026
    Completed February 2026
  • Fundación Universitaria del Area Andina
    Mba In Project Management
    Fundación Universitaria del Area Andina
    Jan 2026 - Current (10 months)
    In Progress
  • I
    Scrum Master - Project Management
    ImproveIt Academy
    Feb 2023 - Aug 2023 (7 months)
  • LinkedIn Learning
    Diversity, Inclusion, and Belonging
    LinkedIn Learning
    May 2022
  • Q
    Diploma - Quality Systems Management And Process Auditing
    Qsl Soluciones
    Jan 2020 - Jan 2021 (1 year 1 month)
  • American Heart Association
    Heartsaver CPR and AED Certified
    American Heart Association
    Jan 2018