Summary
Overview
Work History
Education
Skills
Earlier Roles
Languages
Work Availability
Work Preference
Timeline
Generic
Hugo Vaquera

Hugo Vaquera

Santa Catarina

Summary

Strategic Operations & Technology Leader with 15+ years of experience scaling high-impact teams and delivering mission-critical programs across SaaS, cloud, and product-driven environments. Started in technical engineering teams and project delivery, rapidly growing into leadership roles where I owned budgets, forecasts, P&L, and cross-functional operations. Proven track record in optimizing processes, automating workflows, and aligning technology with business goals to drive revenue growth and operational excellence. Known for building high-performance teams, fostering vendor and stakeholder partnerships, and leading complex, multi-product portfolios from concept to market.

Overview

7
7
years of professional experience

Work History

Head of Operations & Delivery

Divelement
Monterrey
02.2023 - Current
  • Directed daily operations with full P&L accountability, overseeing delivery, financial performance, and operational excellence across LATAM, the US, and Europe.
  • Scaled a boutique consultancy from fewer than 20 to approximately 200 staff, delivering more than 30 SMB products and more than 5 enterprise platforms with 100% on-time, on-budget performance.
  • Reduced bench time to 0%, improved billable utilization by 50%, and increased annual revenue by 25% through strategic renewals, upsells, and margin optimization.
  • Designed and implemented standardized operational procedures and SLAs, boosting productivity across all delivery pods while preserving company culture.
  • Built integrated KPI dashboards linking Jira, Harvest, and QuickBooks; automated reporting, budget variance tracking, and financial alerts for real-time decision-making.
  • Managed budgets, forecasting, and resource allocation to align capacity with revenue targets, and reduce unplanned delivery costs.
  • Led AI-assisted process innovations, including computer vision skin disease detection (Python, OpenCV, TensorFlow), achieving over 99% diagnostic accuracy.
    NLP-based symptom checker integrated into a headless CMS healthcare platform for automated patient triage.
  • Implemented predictive staffing models, ensuring projects were resourced at least three weeks in advance, reducing delivery risk, and improving forecast accuracy.
  • Directed tooling/process transitions (Jira, Notion, BI platforms) while mentoring over 50 PMs, engineers, and designers in operational excellence and leadership.
  • Fostered strategic alliances with over 50 key clients, collaborating on product roadmaps, and leveraging insights for precise resource and capacity planning.
  • Demonstrated advanced data analytics and BI expertise using Looker Studio, Databox, Tableau, and Power BI.
  • Led customer success management, implementing weekly/biweekly CX surveys to maintain 90%+ satisfaction scores, directly improving retention and revenue.

Director of Engineering / Lead Product Manager / Account Manager

Toptal
Remote
03.2021 - 02.2023
  • Owned P&L accountability for my business unit, managing budgets, forecasts, and margins, while ensuring all deliverables met cost, quality, and timeline targets.
  • Directed end-to-end operations for 15+ enterprise-scale products, including Sales & Matching platforms, Talent Portals, and Onboarding systems, improving user experience and operational efficiency.
  • Scaled delivery capacity and optimized cross-team workflows, effectively functioning as Head of Operations for my portfolio by managing resourcing, delivery metrics, and financial performance.
  • Achieved 100% on-time delivery across projects while engaging with an average of 50 new clients monthly and closing deals with 25 to 30, significantly boosting revenue.
  • Built and led cross-functional teams of product managers, project managers, engineers, designers, and QA, mentoring leaders to improve delivery predictability and client satisfaction.
  • Created and implemented operational KPIs for sales conversion, talent acquisition, retention, and delivery performance, resulting in measurable gains in employee satisfaction and client engagement.
  • Directed strategic planning for the product portfolio, aligning initiatives with corporate goals to capture new market opportunities.
  • Managed vendor partnerships, negotiated contracts, and ensured compliance with budget and delivery terms.
  • Established process automation and reporting frameworks, integrating CRM, Zoho, Jira, and finance tools, to improve visibility into utilization, burn rate, and delivery progress.
  • Partnered closely with sales, marketing, and support to launch products on time and within budget, ensuring smooth go-to-market execution.

Product Management Lead & SMC Account Manager

Microsoft
Monterrey
02.2019 - 02.2021
  • Directed end-to-end account ownership for Microsoft’s largest LATAM enterprise clients — including SAT, CEMEX, PEMEX, DIAN, Amazon, and Walmart — translating executive strategies into actionable technical and operational roadmaps.
  • Owned budget management for cloud, services, and hardware portfolios, optimizing spend and resource allocation to protect margins while delivering on SLAs and OLAs.
  • Led full project delivery accountability, assembling cross-functional engineering teams, defining deliverables, and ensuring results aligned with client goals, timelines, and budget.
  • Negotiated and secured long-term contract renewals with franchise owners and affiliates, strengthening retention and recurring revenue streams.
  • Designed and implemented customer support strategies that improved retention, and maintained client satisfaction scores above target thresholds.
  • Partnered with C-level stakeholders to align technical strategy with business vision, managing risk, and enabling seamless data exchange, systems integration, and operational alignment.
  • Delivered key account penetration through strategic planning, increasing account value, and expanding Microsoft’s footprint across LATAM.
  • Oversaw change and incident management, ensuring operational continuity, and minimizing business disruption for mission-critical clients.
  • Produced high-quality, client-facing deliverables, including technical documentation, training programs, and executive briefings; organized customer conferences to drive product adoption and value realization.
  • Developed and enforced performance improvement strategies, promoting a culture of continuous improvement, and operational excellence.
  • Managed recruitment and leadership of a high-performing engineering services team, achieving ambitious quality and delivery performance targets.
  • Tracked billable time and expenses to maintain financial transparency and accuracy across complex, multi-product projects.

Product & Project Manager

CEMEX / NEORIS
  • Led all database and development programs across LATAM for NEORIS’ largest client, CEMEX, with direct accountability for budgeting, forecasting, capacity planning, and project delivery across multi-million-dollar initiatives.
  • Directed end-to-end product management for the global CEMEX Go app — the company’s flagship digital platform — from architecture oversight to feature delivery, ensuring global adoption, and operational excellence.
  • Managed CEMEX Go SQL architecture and high-availability/DRP infrastructure, safeguarding critical business continuity for 24/7 global operations.
  • Defined, tracked, and optimized KPI metrics to improve efficiency, reduce resource waste, and increase project profitability.
  • Designed and implemented operational improvements and SAP process automation initiatives, cutting processing times by up to 45%, and improving margins.
  • Owned vendor and stakeholder engagement, leading strategic meetings with global teams to align delivery with business strategy.
  • Provided third-level cloud project support, combining hands-on technical expertise with operational oversight to ensure on-time, high-quality outcomes.
  • Championed automation and technology innovation, integrating emerging technologies to improve delivery speed and reliability.
  • Led performance tuning, troubleshooting, and incident resolution, minimizing downtime, and maintaining SLA adherence.

Product & Client Success Manager

SAP de Mexico
  • Managed end-to-end product lifecycles for SAP’s database and cloud solutions, including budgeting, forecasting, and capacity planning for multi-regional deployments.
  • Delivered large-scale database projects for top global clients, building strong stakeholder relationships, and aligning technical delivery with business objectives.
  • Led change, incident, and risk management across complex enterprise environments, conducting RCA, post-mortems, and lessons learned to drive continuous improvement.
  • Administered, supported, and optimized mission-critical databases, proactively resolving issues to safeguard uptime and performance.
  • Partnered with clients on business analysis to define needs, prepare RFP responses, and provide cost-optimized solutions.
  • Implemented security measures and DRP strategies to protect vital business data, ensuring compliance, and operational resilience.
  • Coordinated multi-team delivery from requirements through implementation, managing deadlines, and ensuring quality.
  • Designed and executed customer satisfaction strategies, maintaining strong retention rates, and high service scores.
  • Introduced operational enhancements that improved cost efficiency and delivery timelines, earning recognition from key accounts.

Product Management Lead

Infosys
  • Delivered end-to-end database administration and infrastructure support for enterprise clients, ensuring high availability and performance.
  • Partnered with project managers on capacity planning, budgeting, and forecasting for large-scale IT initiatives.
  • Supported full project life cycle delivery from requirements gathering through deployment, strengthening cross-team coordination skills.
  • Provided risk management and incident response, including root cause analysis and post-mortems, building a foundation for future operational leadership.

Data Management Lead

Invercap Afore
  • Coordinated IT infrastructure upgrades and software rollouts to meet regulatory and operational requirements.
  • Managed vendor relationships and contract deliverables to ensure on-time, on-budget execution.
  • Developed KPI dashboards for monitoring IT service levels and project progress, laying the groundwork for data-driven decision-making.
  • Oversaw team scheduling and resource allocation, introducing efficiencies that improved project delivery timelines.

DB Architect

Teleperformance
  • Led a multi-site service desk team supporting thousands of internal users across LATAM, ensuring 24/7 operational continuity.
  • Created a knowledge base and process documentation that reduced incident resolution times by over 20%.
  • Coordinated with finance and operations teams to forecast hardware/software needs, and manage procurement budgets.
  • Implemented incident management workflows that increased SLA compliance and client satisfaction.

Education

BBA - Information Technology

Universidad Regiomontana
Monterrey, NLE

Information Technology Technician -

Universidad Tecnológica de Santa Catarina
Monterrey, NLE

Skills

  • Operational Leadership & P&L Ownership
  • Strategic Planning & Execution
  • Process Automation & Optimization
  • KPI Dashboard Design & Performance Tracking
  • AI, GenAI & Data-Driven Decision Making
  • Resource Forecasting & Capacity Planning
  • Cross-Functional Team Leadership
  • Vendor, Partner & Stakeholder Management
  • Change & Risk Management
  • End-to-End Project / Program Delivery
  • SaaS & Product Studio Operations
  • Budgeting, Forecasting & Financial Reporting
  • CRM & Workflow Tools
  • Cloud, DevOps & Infrastructure Management
  • Data & DB Management

Earlier Roles

  • CEMEX / NEORIS, Product & Project Manager
  • SAP de Mexico, Product & Client Success Manager
  • Infosys, Product Management Lead
  • Invercap Afore, Data Management Lead
  • Teleperformance, DB Architect
  • Epicor Software, Service Desk Specialist

Languages

Spanish
First Language
English
Proficient (C2)
C2

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Work Preference

Work Type

Full TimePart TimeContract Work

Location Preference

Remote

Important To Me

Work-life balanceCompany CultureFlexible work hoursPersonal development programsCareer advancementPaid time offTeam Building / Company Retreats

Timeline

Head of Operations & Delivery

Divelement
02.2023 - Current

Director of Engineering / Lead Product Manager / Account Manager

Toptal
03.2021 - 02.2023

Product Management Lead & SMC Account Manager

Microsoft
02.2019 - 02.2021

Product & Project Manager

CEMEX / NEORIS

Product & Client Success Manager

SAP de Mexico

Product Management Lead

Infosys

Data Management Lead

Invercap Afore

DB Architect

Teleperformance

BBA - Information Technology

Universidad Regiomontana

Information Technology Technician -

Universidad Tecnológica de Santa Catarina

Similar Profiles

CREATE PROFILE
Hugo Vaquera