Carlos Lourenco
Senior Director Product & Technology Operations at Bryj Technologies, Inc.- Claim this Profile
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Bio
Credentials
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TESOL
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TICO
Travel Industry Council of Ontario (Ontario's Travel Regulator)
Experience
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Bryj Technologies, Inc.
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United States
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Mobile Computing Software Products
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1 - 100 Employee
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Senior Director Product & Technology Operations
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Apr 2023 - Present
Responsible for overseeing production, fulfilment, and project management to ensure on time delivery of our products and systems to our customers. Support development of the mobile product concept and development roadmap as part of establishing shared vision across the enterprise, and building consensus on priorities leading to product execution Responsible for overseeing production, fulfilment, and project management to ensure on time delivery of our products and systems to our customers. Support development of the mobile product concept and development roadmap as part of establishing shared vision across the enterprise, and building consensus on priorities leading to product execution
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Kent Building Supplies
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Canada
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Retail
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700 & Above Employee
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Director of Ecommerce & customer experience
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Oct 2021 - Mar 2023
Kent Building Supplies- Joined to help lead the Interconnected E-commece division, grow revenue and improve our digital and customer offering. Overseeing all digital properties UX and development, strategic roadmap, budget and planning including, marketing, paid search, affiliate and vendor partnerships. Responsible for continuous improvements in the areas of: • Ecommerce • Budget forecasting • Order Fulfillment & Logistics • Revenue Generation • (GA4) Google Analytics, KPI reporting • Website Design, Usability • Digital Marketing • Magento • Product Management • Jira, ADO, ASANA • Customer Service Operations • EDI Implementation • Vendor Management • Staff & Recruiting, Team Building Show less
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The Home Depot
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United States
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Retail
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700 & Above Employee
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Senior Manager, Ecommerce Customer Experience & Order Managment Operations
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Mar 2019 - Dec 2021
Home Depot Canada, joined its Ecommerce division to help grow and expand customer offerings and improve overall customer experience. Led the innovation to evolve and define the future state of shopping through development and implementation of various initiatives including the transformation into AI, Self Serve, Multiple ChannelsOversee all operational activities and the overall strategic direction of third party contact centers, while also owning online order management and online fraud prevention for The Home Depot Canada. Responsible for driving performance to meet productivity targets and ensuring our customer experience is continually being assessed and improved. In addition to leading a team that is responsible for driving eCommerce profitability and delivering productivity plans across contact center lines-of-business. Show less
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Manager, Ecommerce Contact Center & Order Managment Operations
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Sep 2017 - Dec 2021
In charge of developing the strategic road-map for the Canadian division to optimize third party contact center operations now and into the future. Oversee all operational activities and the overall strategic direction of third party contact centers, while also owning online order management and online fraud prevention for The Home Depot Canada. Responsible for driving performance to meet productivity targets and ensuring our customer experience is continually being assessed and improved. In addition to leading a team that is responsible for driving eCommerce profitability and delivering productivity plans across contact center lines-of-business. Show less
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Metroland Digital
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Canada
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Book and Periodical Publishing
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1 - 100 Employee
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Director of Sales and Operations, Digital Commerce Unit
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Nov 2014 - Dec 2021
In multiple operations leadership roles within the Digital Commerce Unit, participated in the development and oversight of operations strategy and departmental infrastructure for all digital commerce brands. Lead the formation of the Digital Commerce Unit, including all processes, resources and teams including customer and client support teams . Generated stellar growth in the Unit's roster and overall revenue. Championed multiple operations strategies, solutions and initiatives, including establishment of KPIs, formation of annual budgets, technical solutions and other ROI-driven initiatives. Partner closely with VP-level stakeholders, collaborating additionally with Director-level leadership of other Units in the organization. Guide, mentor and empower multi-departmental staff, and tactfully lead change management during transformational periods. See 'Projects' for 4 examples of strategic leadership. Show less
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Torstar Digital (Torstar Corp.)
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Canada
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Newspaper Publishing
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1 - 100 Employee
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Director Of Operations
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2012 - 2014
Lead the formation of the Digital Commerce Unit, Developed all supporting customer and client facing departments and processes. Championed multiple operations strategies, solutions and initiatives, including establishment of KPIs, formation of annual budgets, and customer metric solutions along with other ROI-driven initiatives.
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Head Of Operations
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2010 - 2012
• Created, developed, and executed annual business strategies focused on ensuring continuous and profitable growth of e-commerce platforms and lines of business.• Sourced and developed relationships with new strategic partners, exploring new initiatives to expand business ventures.• Identified and championed technical platform solutions, providing a cost-effective vision to prospect CRM and other departmental technical tools necessary. Explored the potential for in-house development over third-party products, selecting a hybrid in-house and outsourced solution. Show less
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Director of Sales and Operations
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Jan 2007 - Nov 2010
Oversaw the growth of health and prosperity of staffing, training and performance of sales and operations metrics involved with SunMedia’s entities Canoe.ca and Autonet.ca. Managed the complete HR function of this unit within the direct office, serving as a point of contact, leader and resource for 50 multi-departmental personnel. Gained valuable experience assessing the performance of diverse and unique Sales personnel. Oversaw the growth of health and prosperity of staffing, training and performance of sales and operations metrics involved with SunMedia’s entities Canoe.ca and Autonet.ca. Managed the complete HR function of this unit within the direct office, serving as a point of contact, leader and resource for 50 multi-departmental personnel. Gained valuable experience assessing the performance of diverse and unique Sales personnel.
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The Minacs Group
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India
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Head Of Customer Experience
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Mar 1999 - 2007
Oversaw the creation and development of the OnStar call center with over 150 employees, securing the technology, personnel, IVR, queues and metrics required to maintain an 80/20 service level. Coordinated hiring and training off staff to establish this center along with creating a tiered structure for operations. Established all KPI's and targets to ensure best in class customer support SLA's including Emergency Operation metrics. Oversaw the creation and development of the OnStar call center with over 150 employees, securing the technology, personnel, IVR, queues and metrics required to maintain an 80/20 service level. Coordinated hiring and training off staff to establish this center along with creating a tiered structure for operations. Established all KPI's and targets to ensure best in class customer support SLA's including Emergency Operation metrics.
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Education
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Fanshawe College
Diploma in Legal Administration and Business
Community
