Jair Mandujano

Customer Experience Executive with 10+ years leading high-impact operations in fast-paced, startup and scale-up environments. Expert in building and scaling CX organizations from the ground up, optimizing performance, and driving measurable business outcomes across customer experience, sales, loyalty, retention, and SaaS/Fintech B2B ecosystems.

Proven track record of leading large, high-performing teams, implementing data-driven strategies, and transforming customer operations into revenue-generating engines. Adept at aligning CX with business objectives to accelerate growth, improve efficiency, and elevate customer satisfaction at scale.

Bachelor’s degree in Business Administration.

Experience with global organizations including TTEC, DoorDash, Wuffes, and Deliverect.

CX Operations Lead at Deliverect (2025-10 – Present)

Responsible for leading Customer Experience Operations, driving operational excellence, sustainable growth, and continuous process optimization to ensure results aligned with strategic business objectives.

Customer Experience & Retention Manager at Wuffes (2025-05 – 2025-10)

Led the launch, growth, and management of two business lines: Sales & Retention and Customer Service. Built both operations from scratch, including hiring Team Leads and agents, designing the operational structure, and defining KPIs, goals, and strategies. Oversaw daily contact center operations with a focus on key metrics such as Revenue, Contact Rate, Success Rate, CSAT, and QA, ensuring exceptional customer experiences and tangible business results.

• Designed and implemented processes and procedures to improve performance, productivity, and customer retention.
• Managed end-to-end recruitment, training, and performance management processes.
• Analyzed and optimized operational metrics to identify trends, close performance gaps, and develop data-driven strategies.
• Coordinated initiatives across HR, Product, Marketing, and Operations to ensure a consistent customer experience.
• Managed resources, workforce, tools, and technology to maximize efficiency and scalability across both business lines.

Customer Experience Lead at DoorDash (2021-05 – 2025-04)

Part of the initial leadership team during the launch of DoorDash in Mexico, contributing to the rapid growth and stabilization of a highly complex operation. Designed and implemented action plans, strategies, and cultural values aligned with the company's vision and mission. Led the growth of four business lines (T3, CX, DX, MXP, and POS) across inbound, chat, and email channels, managing multiple performance indicators specific to each operation.

Developed and mentored agents to become Subject Matter Experts (SMEs), Train-the-Trainer (TTT) Facilitators, and future Team Leaders. This experience strengthened my leadership philosophy: "Be the leader you wish you had." Hybrid work environment.

Senior Team Lead at Qualfon (2020-05 – 2021-04)

Managed remote teams of up to 16 agents, providing leadership and support for inquiries related to auto insurance, roadside assistance, towing services, and related support services. Worked cross-functionally with Training, Quality Assurance, and Workforce Management teams to ensure operational efficiency and service excellence. Managed remote team performance with a focus on agent development, customer satisfaction, and compliance with client and corporate standards.

Team Leader, Service Delivery at TTEC (2018-12 – 2020-05)

Responsible for driving team performance, operational efficiency, and continuous improvement. Led teams with an average ratio of 20 agents per supervisor, providing real-time support for escalations and complex cases. On-site role.

• Coaching and talent development.
• Monitoring KPIs including CSAT, QA, FCR, ADH, and SLA.
• Ensuring consistent delivery of high-quality services.
• Collaborating across departments to improve customer experience and achieve operational goals.

Quality Assurance Lead at TTEC (2017-11 – 2018-12)

Led quality assurance initiatives by overseeing production processes to ensure compliance with established standards. Conducted regular inspections, identified improvement opportunities, and implemented corrective actions to maintain high-quality standards. Also responsible for training and developing employees while promoting a culture of continuous improvement and customer satisfaction. On-site role.

Customer Service Representative at DISH (2015-06 – 2017-11)

Provided bilingual customer support (Spanish and English) for DISH customers, assisting with technical troubleshooting, billing inquiries, and account management. Focused on ensuring service continuity, resolving technical issues, and improving customer satisfaction through personalized, high-quality support. On-site role.

Customer Service & Collections Agent at Grupo Financiero Inbursa (2014-06 – 2015-06)

Handled inbound calls focused on delivering exceptional customer service, driving sales, and maximizing customer retention.

• Identifying customer needs.
• Recommending appropriate solutions and products.
• Resolving issues efficiently.
• Ensuring high levels of customer satisfaction.

Bachelor's Degree in Business Administration – Centro Educativo de Puebla