![Thiago Maia](https://jobicy.com/react/themes/app/images/avatar.jpg) Thiago Maia # Senior Operations Manager | Global Customer Support Leader Open to offers · Member since 21 Jul 2026 [Message](https://jobicy.com/dashboard-page.md) ShareLocationBrazilDesired salaryUnspecifiedWork preferenceHybridExperience levelSenior * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am a global operations and customer support executive with more than 10 years of leadership experience across customer support, technical support, trust & safety, and business operations. I have led large multicultural teams of 3,000+ employees across LATAM, North America, EMEA, and APAC, with responsibility for service delivery, workforce strategy, KPI governance, and operational excellence. My background includes full P&L ownership, forecasting, EBITDA management, and executive stakeholder management, working closely with C-level leaders on growth, transformation, and operating model design. I have delivered measurable business impact through automation, analytics, and digital transformation, including cost reduction, improved CSAT, lower repeat contacts, and stronger productivity. I have also built and scaled international service delivery hubs and supported rapid operational expansion, including large team ramp-ups and process redesign initiatives. I am comfortable leading remote and hybrid operations, managing vendor and escalation environments, and driving continuous improvement in complex, high-volume organizations. I am open to senior leadership opportunities where I can help scale customer operations, improve performance, and deliver sustainable business results. ## Skills 26 capabilities[AHT](https://jobicy.com/talent/aht.md)[AI](https://jobicy.com/talent/ai.md)[Automation](https://jobicy.com/talent/automation.md)[Business Transformation](https://jobicy.com/talent/business-transformation.md)[Change Management](https://jobicy.com/talent/change-management.md)[Cost Optimization](https://jobicy.com/talent/cost-optimization.md)[CSAT](https://jobicy.com/talent/csat.md)[Customer Experience](https://jobicy.com/talent/customer-experience.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Digital Transformation](https://jobicy.com/talent/digital-transformation.md)[EBITDA Management](https://jobicy.com/talent/ebitda-management.md)[Escalation Management](https://jobicy.com/talent/escalation-management.md)[FCR](https://jobicy.com/talent/fcr.md)[Forecasting](https://jobicy.com/talent/forecasting.md)[Fraud Detection](https://jobicy.com/talent/fraud-detection.md)[Machine Learning](https://jobicy.com/talent/machine-learning.md)[NPS](https://jobicy.com/talent/nps.md)[Operational Excellence](https://jobicy.com/talent/operational-excellence.md)[PL Ownership](https://jobicy.com/talent/pl-ownership.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Remote Operations](https://jobicy.com/talent/remote-operations.md)[SLA](https://jobicy.com/talent/sla.md)[Strategic Planning](https://jobicy.com/talent/strategic-planning.md)[Technical Support](https://jobicy.com/talent/technical-support.md)[Vendor Management](https://jobicy.com/talent/vendor-management.md)[Workforce Management](https://jobicy.com/talent/workforce-management.md) ## Tech stack & tools Working toolkit ### Application Hosting [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/firebase/firebase-original.svg) Firebase](https://jobicy.com/talent?tool=firebase.md) ### Communications [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/slack/slack-original.svg) Slack](https://jobicy.com/talent?tool=slack.md) ## Experience Career history ### Head of Global Operations Senior · TELEPERFORMANCE BRASIL Nov 2021 – Oct 2025Directed global customer support and technical support operations across streaming, aviation, hospitality, fintech, and language services. Led multicultural teams of more than 3,000 employees, owned P&L and operational governance, and partnered with C-level executives on strategy and transformation. Implemented automation and digital transformation programs that improved CSAT, productivity, and profitability. ### ComOps Regional Manager · UBER Technologies Inc Feb 2021 – Oct 2021Led regional customer and partner operations during the COVID-19 period, ensuring service continuity and operational resilience. Developed payment validation improvements that reduced payment errors by 40% and implemented machine-learning fraud detection initiatives with 92% accuracy. ### Operations Coordinator · TELEPERFORMANCE BRASIL Sep 2016 – Dec 2017Managed supervisors and frontline operations with accountability for service delivery and KPI achievement. Led onboarding, workforce planning, performance management, and operational improvement initiatives. ## Education Learning history ### Universidade Estácio de Sá Dates not specifiedMBA, Operations, Production and Service Management ### Universidade Estácio de Sá Dates not specifiedBachelor's Degree, Industrial Engineering This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.