Operations Management Marketing Technology
Resume:
Paulo Artiaga
Program Management + Operations
Management
Marikina City, Philippines
************@*****.***
https://www.linkedin.com/in/paulo-
artiaga-6943232
Results-driven program and operations leader with 18+ years of experience managing complex technology projects, leading digital transformation efforts, and guiding global teams through strategic initiatives. Experienced in aligning business and technical goals, overseeing cross-functional programs, and delivering measurable outcomes. Proven track record of improving operational efficiency, driving adoption of enterprise tools, and enabling high-performing teams across marketing technology, customer lifecycle management, and research operations. Key Competencies & Skills
Strategic Program & Portfolio Management
Operations Management
Financial Oversight & Budgeting
Strategic Planning
Stakeholder Engagement & Communication
Digital Strategy & Transformation
Process Improvement & Automation
Change Management
Demand & Capacity Planning
Workforce Strategy & Talent Development
Career Highlights
Led global, cross-functional initiatives for the successful implementation, integration, and optimization of SaaS platforms including Salesforce, Oracle Cloud, ServiceNow, Jira, Drupal, WordPress, and SharePoint — streamlining workflows across marketing, BD, research, and operations teams.
Collaborated closely with C-level leadership to shape and execute digital transformation strategies that aligned with business goals, improved team performance, and delivered measurable impact across global functions.
Directed the cross-functional testing and enterprise deployment of Generative AI tools such as ChatGPT-4o (on-premise), Vincent AI, Bloomberg AI, Lexis Protégé, and Microsoft Copilot, assessing their impact on legal research, document analysis, and knowledge workflows within secure environments.
Defined product lifecycle strategy and led rollout and adoption efforts for digital platforms including Jira, ServiceNow, SharePoint, and Salesforce — driving user engagement, enabling self-service capabilities, and delivering long-term value through structured enablement and feedback loops.
Developed and implemented balanced scorecards and performance dashboards that aligned team outputs with strategic KPIs — significantly improving decision-making, reporting, and stakeholder visibility.
Drove continuous process improvement by establishing formal workflows, governance frameworks, and documentation practices — enhancing accountability, onboarding, and operational efficiency for globally distributed teams.
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Leadership Experience
JULY 2022 – PRESENT
Program Manager – Research & Market Intelligence
White & Case-Global Operations Center (Manila) LLP Partner with Global Research Leadership to define and execute strategic objectives aligned with the team’s global vision. Lead and develop a high-performing Manila-based team, ensuring operational excellence, talent growth, and sustainable engagement. Key Responsibilities:
Strategic & Operational Leadership: Collaborate with Global Research leadership to set strategic goals, oversee daily operations, and ensure consistent high performance and engagement across teams.
Talent Development & Coaching: Design and implement talent development, coaching, and succession planning strategies, fostering cross-cultural collaboration and building future leadership pipelines.
Resource & Workforce Management: Manage resource planning, hiring, shift allocation, and continuous process improvements to support operational efficiency.
Stakeholder Engagement: Maintain regular reporting and updates to the Global Head of Research and senior leadership, serving as a visible, trusted leader within BDKM and broader department initiatives.
Program & Project Oversight: Lead program governance by ensuring projects are aligned with global strategic goals, identifying risks and gaps, and supporting project owners in driving initiatives to successful delivery.
Strategic Advisory & Risk Mitigation: Provide subject matter expertise and strategic guidance to influence project direction, proactively mitigate risks, and align initiatives with broader firm priorities.
JULY 2019 – JULY 2022
Manager – BD, Knowledge, and Marketing Shared Services White & Case-Global Operations Center (Manila) LLP Provide operational leadership for eight Business Development, Knowledge, and Marketing functions within the Manila Shared Services team, working closely with the Senior Manager and functional heads to drive strategic and operational excellence. Act as a critical link between senior leadership and teams to ensure alignment, execution, and continuous improvement across the group. Key responsibilities include:
Strategic Planning & Implementation: Partner with functional leaders to define and execute strategic objectives and initiatives, ensuring alignment with global priorities and successful delivery of key projects.
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Operations & People Management: Oversee local administrative activities including recruitment, performance management, learning & development, and workforce planning to support high-performing, engaged teams.
Leadership Development & Coaching: Mentor and coach frontline leaders to strengthen people leadership, operational management, and client-centric approaches, enhancing both team capability and client experience.
JANUARY 2017 – JULY 2019
Manager – Marketing Technology
White & Case-Global Operations Center (Manila) LLP Lead and manage the Global Marketing Technology function, overseeing three specialized teams — CRM, Email Marketing, and Matter Experience — totaling 34 professionals. Provide strategic and operational leadership to ensure the effective delivery and continuous improvement of marketing technology solutions that support global business development initiatives. Core responsibilities include:
Strategic Leadership & Direction: Drive strategic planning and execution for marketing technology initiatives, aligning team objectives with firm-wide business development and client engagement goals.
Operational Oversight: Manage workforce planning, resource allocation, and performance management to maintain high team productivity and engagement.
Process Improvement & Innovation: Champion continuous process improvements and technology enhancements to optimize CRM, email marketing, and experience management workflows.
Talent Development: Mentor and develop team leaders and members, fostering career growth and building capabilities in marketing technology, client experience, and data-driven marketing strategies.
FEBRUARY 2015 – DECEMBER 2016
Manager - Customer Lifecycle and Retention
Tyche Consulting ROHQ
Led the Customer Lifecycle and Retention function, driving strategies to optimize customer engagement and retention, directly contributing to monthly, quarterly, and annual revenue targets. Oversaw the development and governance of customer communication frameworks across multiple channels, ensuring consistent, compliant, and impactful messaging. Key responsibilities included:
Customer Retention Strategy: Provided strategic leadership to develop and implement customer lifecycle and retention initiatives that strengthened engagement and reduced churn, aligned with revenue growth objectives.
Communication Governance: Designed and enforced communication standards and governance across all customer touchpoints, ensuring a cohesive and high-quality client experience.
Operational Leadership: Managed daily operations of the marketing communications team, ensuring timely delivery of campaigns and initiatives that support retention goals.
Project & Systems Management: Oversaw end-to-end project management for key initiatives, including system maintenance, feature upgrades, platform enhancements, and data migration, 4
ensuring seamless execution and minimal business disruption. SEPTEMBER 2010 – FEBRUARY 2015
Supervisor – Email Marketing
SGS Gulf LTD ROHQ
Provided operational leadership for the organization’s Email Marketing team, managing the creation and execution of 500+ global email campaigns monthly. Successfully balanced three critical roles — Operations Manager, Project Manager, and Client Relationship Manager — to ensure seamless delivery, continuous improvement, and alignment with business communication goals. Key responsibilities included:
Operations Management: Led day-to-day operations of the email marketing team, overseeing campaign execution, quality control, and delivery performance to support firm-wide initiatives.
Project & Process Improvement Leadership: Directed high-impact projects including process optimization, system and feature enhancements, and new platform implementations, driving greater efficiency, accuracy, and scalability in email and database operations.
Stakeholder & Client Communications: Acted as the primary liaison for internal stakeholders, partnering with global communications leaders to define and optimize client communication strategies, ensuring alignment with business objectives and brand standards. JUNE 2007 – JUNE 2010
Project Lead – Web Services
Trend Micro Inc.
Led small to medium-scale projects focused on enhancing the user experience and functionality of the company’s Global Support Website, ensuring alignment with business goals and customer needs. Collaborated closely with internal stakeholders to define strategic priorities and shape the annual roadmap for web initiatives. Key responsibilities included:
Project Management: Directed end-to-end project lifecycles, from scoping and requirements gathering to execution and delivery, ensuring projects were completed on time, within scope, and aligned with stakeholder expectations.
Stakeholder Engagement: Built strong relationships with cross-functional teams and business leaders to identify priorities, gather feedback, and define key initiatives for each fiscal year.
User Experience (UX) Focus: Championed improvements to the global support website that enhanced usability, navigation, and customer satisfaction, contributing to overall client experience goals.
Other professional experience
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JANUARY 2005 – JUNE 2007
Webmaster - Web Services Team
Trend Micro Inc
Led development and daily updates for the Global Support Intranet and customer-facing website, proactively improving processes to reduce turnaround times while also supporting marketing and design initiatives for internal stakeholders.
ARIL 2004 – AUGUST 2004
Senior Web and Multimedia Designer
Corserv Inc.
Provided web design and usability consulting for external clients, assisted in creating print materials like posters and exhibit booths, and designed flash-animated presentations for marketing kits. SEPTEMBER 2003 – APRIL 2004
Web Designer
Web Solutions Development Corporation.
Designed and maintained client websites, developed back-end solutions using PHP and JavaScript, and created flash animations for marketing clients.
Education
JUNE 1999 - AUGUST 2003
BS Computer Engineering
Don Bosco Technical College
JUNE 1997 - APRIL 1999
Vocational Diploma in Industrial Drafting
Don Bosco Technical College
References
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