Luis Fernando Barajas Hernández
Strategic Program Manager | Operations, Quality & Customer Success
Mexico City
Summary
I am a results-driven Senior Program Manager with 10+ years of experience leading high-performing, cross-functional teams in AI, technology, and other fast-paced industries. I excel at strategic planning, customer success, and go-to-market execution, leveraging my broad background to adapt quickly and deliver impactful outcomes. My approach centers on proactive leadership, talent development, and quality assurance, ensuring every project meets customer needs and organizational goals.
Overview
13
13
years of professional experience
3
3
Languages
Work History
AI Program Quality Manager
Welocalize
07.2024 - Current
- Developed program quality planning for 10+ project launches by verifying customer requirements, new instructions, and time-bound deliverables, collaborating with cross-functional teams in production, learning and development, analytics, engineering, and upper leadership to ensure the implementation and continuous monitoring of the strategy, managing stakeholder relationship and fostering a culture of excellence within the organization.
- Chaired and drove weekly quality meetings on 2 different strategic accounts gathering insights from customer's short and long-term requirements, as well as reviewing the actions taken on active and upcoming initiatives from Quality and Training departments to help on customer success.
- Led and mentored an international team of 20 QA Coordinators in the program covering up to 30 different project types across Generative AI, Search engine, RLHF and Sensitive Content for the training and evaluation of Machine Learning and Large Language Model's across multiple languages and locations.
- Designed and launched 4 new strategic Standard Operation Procedures (SOP) and trustworthy systems that impacted directly to the global quality accuracy scores achieving a 10% increase in the last quarter and generating an upwards trend.
OPgM - Head of Quality Improvement Research
Scale AI
10.2020 - 07.2024
- Managed a budget department of $1.5M USD yearly, driving an OPEX cost decrease of 35% while productivity and quality alignment metrics increased by 20% and 30% respectively
- Directed a global team of 40 QA Managers, Specialists and Team Leaders with 400+ auditors workforce, measuring and creating quality plans of over 200+ projects from Autonomous Vehicles, Computer Vision, Content and Language, Catalog, Image, Video, Text and Product categorization and labeling, among other varieties .
- Created, transformed and optimized processes and quality systems that helped standardize the day to day operations, and Implemented key performance indicators that measured Dynamic Sample Size, Margin of Error, Hourly Rate, Cost per Audit, etc. on a weekly basis.
- Enhanced cross-functional team engagement by recognizing individual contributions and promoting a culture of accountability and defining clear guidelines while we worked with the stakeholders and to created customer rapport.
- Created a Go-To-Market product called Audit+ on which we provided Quality As A Service (SaaS strategy) to the enrolled customers to increase their throughput and created a customized report in order to their auditing and KPI's needs.
Business Owner
Barajas Bar & Grill
01.2020 - 10.2020
- Secured mid-term sustainability of the business through financial operations management practices such as budgeting, forecasting, demand planning, cost control, and strategic investments getting a return of investment of 100% within the second week and ensuring monthly profit of 60% to 70% consistently throughout the business lifetime
- Created a unique combination of products based on market research, customer needs, and my own creativeness on food and beverages to offer best of quality and tastefulness; established strong customer relationships through excellent communication and attentive service as well as adjusting offerings based on feedback and demand.
- Elevated brand visibility by spearheading comprehensive digital marketing campaigns and sales strategy while implementing efficient systems for inventory management, order processing, packaging, and shipping logistics.
Operations Manager, Customer Success
Avocado Distribution "Los Hermanos"
06.2019 - 01.2020
- Managed purchase, quality, inventory and supply chain operations to achieve timely and accurate delivery of the product for costumer consumption, ensuring compliance, standard policies and process excellence.
- Designed Interstates shipping, delivery logistics and implemented quality control standard processes to safeguard the integrity of up to 50,000 lbs of product a week.
- Negotiated contracts with vendors and suppliers across marketing, transportation and packaging industries to obtain best pricing and terms, resulting on a total reduction of costs of 20% for better margins.
- Led a cross-functional team of 5 people dedicated to sales, finance, quality, production, and costumer success for new and upcoming businesses.
Security Vendor Manager
Parks Desarrolladora
01.2019 - 08.2019
- Managed the security operations on industrial parks with 20+ private security companies across the country, negotiating the most favorable contract terms and competitive prices based on the location and the widespread offered protection of the company and customers' goods.
- Enhanced the security compliance of 35+ Industrial parks, collaborating with the auditing team to supervise the correct functionality and safeguarding of the company properties.
- Led a team of 4 people in charge of risk analysis, fire suppression systems, remote video surveillance and customer service in all national territory.
- Created high-level detail reports, presentations and trend analysis to report to help the executive leadership team to take informed data-driven decisions
- Traveled nationally to train and onboard multiple squad teams when necessary to ensure the best practices and industry standard requirements were successfully applied
Business Development Consultant, Operations
Ailuar S.A De C.V
05.2015 - 10.2018
- Reviewed client concerns and developed customized solutions for clients, recommending appropriate changes and operations strategy resulting in enhanced customer satisfaction and retention by 20% YoY.
- Elevated client engagement of more than 5+ clients through regular communication updates and strategically planned touchpoints to cultivate relationships while tailoring service development to meet specific client needs
- Restructured 3 strategic and locale-specific security procedures through coordination with compliance director to ensure our services align with government regulations.
- Traveled to perform risk analysis and assessment of the locale alongside with the head of operations to ensure the highest quality of service in the required location
- Cultivated a performance-driven culture through consistent coaching, feedback, and recognition of employees' contributions to organizational success.
Resourcing and Staffing Coordinator, Growth
BAHC Private Security
09.2011 - 05.2015
- Interviewed, hired, and mentored over 100 new personnel and drive staffing operations, as well as keeping close track of payroll, vacation and sick time hours to support accounting processes.
- Managed internal job opportunities, encouraging career growth and development among existing employees by hosting regular orientations
- Crafted detailed job descriptions and job postings, obtaining necessary information from hiring managers as well as collaborating with department heads to forecast future staffing needs, preparing organization for growth phases.
- Worked alongside global business manager to deploy new training strategies and played key role in developing company culture that attracted top talent.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees and assisted in onboarding new hires, facilitating a smooth transition into their roles and supporting employee retention.
Education
Bachelor of Science - Information Technology (Incomplete)
U. DEL VALLE DE MEXICO
Toluca, México, Mexico 05.2001 -
Skills
Assertive communication
Training and mentorship
People management
Team building
Budget management
Human Resources
Sourcing and Interviewing
Strategic planning
Staffing and recruiting
Project management
Sales and market strategy
International Operations
Process optimization
Implementation of KPI's
Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridImportant To Me
Work-life balanceCompany CultureHealthcare benefitsWork from home optionPaid time offPaid sick leaveTeam Building / Company RetreatsPersonal development programsTimeline
AI Program Quality Manager
Welocalize
07.2024 - Current
OPgM - Head of Quality Improvement Research
Scale AI
10.2020 - 07.2024
Business Owner
Barajas Bar & Grill
01.2020 - 10.2020
Operations Manager, Customer Success
Avocado Distribution "Los Hermanos"
06.2019 - 01.2020
Security Vendor Manager
Parks Desarrolladora
01.2019 - 08.2019
Business Development Consultant, Operations
Ailuar S.A De C.V
05.2015 - 10.2018
Resourcing and Staffing Coordinator, Growth
BAHC Private Security
09.2011 - 05.2015
Bachelor of Science - Information Technology (Incomplete)
U. DEL VALLE DE MEXICO
05.2001 -