Operations Manager - BPO & AI Operations Leader

JUAN CARLOS C. BORREROS

Manila, Philippines +63-919-***-**** ****.********@************.***

EXECUTIVE PROFILE

Results-driven Operations Manager with 10+ years of experience leading large-scale BPO, AI Operations, Content Moderation, and Customer Experience programs. Proven expertise in scaling operations, driving performance, building leadership pipelines, and stabilizing high-growth accounts across global programs including TikTok Bytedance, Wix, Airbnb, Roblox, Yahoo, Luno, and AT&T.

Recognized for transforming operational performance into business growth opportunities through strategic leadership, operational governance, and people development. 2025 BUSINESS IMPACT & GROWTH STORY

2025 operational growth was primarily driven by the success of projects and workstreams I spearheaded under the TikTok Bytedance Gen AI ecosystem. Strong delivery performance, operational stability, and client confidence resulted in the rapid expansion of operations into more than 250 FTEs across multiple high-impact AI workstreams, including:

● LLM Arbitrator

● LLM QA

● CBS LLM

● Photo Text Labeling

● UGC Low Follower

● Ecosystem Content Double Checking

The operation evolved into handling 4 major queues for Ecosystem focused on AI quality, moderation accuracy, ecosystem integrity, and content validation support. Key contributions included:

● Scaling operations while maintaining performance and compliance standards

● Driving workforce planning and utilization strategies during rapid growth

● Building operational structure across new projects awarded

● Leading cross-functional collaboration with WFM, QA, Training, HR, and Bytedance partners

● Conducting executive business reviews and operational governance discussions

● Supporting process optimization and operational continuity during evolving AI policy iterations along the way.

CORE LEADERSHIP STRENGTHS

● Large-Scale Operations Management

● AI Moderation & Gen AI Operations

● Workforce & Capacity Planning

● Client & Stakeholder Management

● Business Reviews & Operational Governance

● KPI Performance Management

● Leadership Development & Coaching

● Process Improvement & Operational Efficiency

● Risk Management

● Cross-Functional Team Leadership

PROFESSIONAL EXPERIENCE

TELUS Digital PH

Operations Manager – Bytedance Gen AI

January 2025 – Present

Leads large-scale AI operations supporting Gen AI moderation, AI writing, video labeling, and photo labeling workstreams.

Highlights

● Scaled operations up to 250+ FTEs through strong operational performance and successful project execution

● Spearheaded growth initiatives across multiple LLM and ecosystem validation programs

● Improved operational visibility through structured reporting and business reviews

● Strengthened workforce optimization and operational governance frameworks TELUS Digital PH

Operations Manager – Wix Customer Support

September 2024 – January 2025

Managed multi-channel customer and technical support operations across four Wix Lines of Business.

Highlights

● Oversaw Email, Chat, and Phone support operations

● Improved staffing allocation and operational efficiency

● Strengthened leadership accountability and KPI management TELUS International PH

Operations Manager – Airbnb Superhost

April 2024 – September 2024

Led a 160-FTE support organization handling high-value Superhost customer operations. Highlights

● Number 1 Vendor handling Superhost LOB Globally for Airbnb

● Recognized on Improved operational stability and customer satisfaction initiatives

● Managed Client Experience and risk management for all Customers of AirBnb TELUS International PH & VXI Global Inc.

2016 – 2024

Progressed from Frontline Associate to Operations Manager through consistent high performance, leadership development, and operational ownership across customer support, moderation, technical support, sales, and cryptocurrency programs. Career Highlights

● Consistent Quartile 1 Team Leader performer

● Served as Operations representative during client business reviews and calibration calls

● Certified TELUS Brilliant Coach

● Lean Six Sigma White & Yellow Belt Certified

● Led engagement, coaching, and operational improvement initiatives across multiple global programs

● Also handpicked and relocated to support a Nearshore Center located in South America

(Jamaica), strengthening Performance and Ranking over all Vendors of AT&T. EDUCATION

Bachelor of Science in Entrepreneurship - 2014

Pamantasan ng Lungsod ng Maynila

CERTIFICATIONS

● Lean Six Sigma Yellow Belt

● Lean Six Sigma White Belt

● TELUS Brilliant Coach Certification

● AT&T Leadership Academy

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