Juan Pablo Juárez Peña
Director of Operations & Growth | Strategy & GTM Executive | Ex-PwC Management Consulting Manager | Scaling International Commercial Ops & Business Transformation | MBA
High-impact Strategy and Operations Executive with over 10 years of cross-functional leadership spanning top-tier management consulting (PwC) and hyper-growth tech environments (DiDi).
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Specialized in bridging the gap between high-level corporate strategy and aggressive, localized market execution across Spanish-Speaking Latin America A bilingual leader (English/Spanish) holding an MBA and an Industrial Engineering degree, my expertise lies in designing target operating models, optimizing resource allocation, and building high-velocity commercial engines that directly impact top and bottom-line Currently driving DiDi’s high-priority Growth & Offline Acquisition strategy across LATAM, I specialize in building the operational excellence and capability frameworks required to scale complex human networks and launch new Core Areas of Expertise:Strategic Growth & GTM Execution: Designing regional expansion roadmaps, orchestrating localized launches, and managing complex market penetration Operational Excellence & Scale: Rapidly scaling high-performing operational teams; recently architected a hiring excellence framework that scaled field operations by 166% in under 3 Corporate Transformation & Operating Models: Seasoned ex-Big 4 Manager with a proven track record of advising C-suite stakeholders on process optimization, cost structures, and organizational Data-Driven Performance Management: Utilizing complex qualitative and quantitative data to govern budgets, optimize top tier vendor/BPO resource allocations, and defend P&L Cross-Industry Agility: While my foundational footprint is deeply rooted in tech-operations and top management consulting, I am highly passionate about the commercial structures, strategy, and digital evolution of the Consumer Goods, Fashion, and Luxury Retail sectors. I look to bring the agile, data-driven operational frameworks of hyper-growth tech to legacy ecosystems undergoing modernization.
GTM Index
- DIDIJOB
- CX Senior Mgr6M
CX Senior Manager — Growth & Engagement Offline Acquisition (LATAM Expansion)
DiDi
Head of the commercial engine and offline driver acquisition infrastructure across Spanish-Speaking LATAM (SSL). Directing the strategy to scale ongoing operations in Mexico and Argentina, while architecting the GTM expansion blueprints for Peru, Ecuador, and Costa Rica. 1. Operational Scale & Velocity: Designed and executed a field operations growth strategy that successfully scaled the promoter network by 166% in under 3 months (ramping from 50 to 133 active promoters across Mexico and Argentina). 2. Talent Excellence Framework: Revolutionized the regional promoter ecosystem by shifting from simple recruitment to a holistic HR Business Partner model; built capabilities frameworks, strat…
- CX Operations Senior Mgr S…1Y
CX Operations Senior Manager SSL (Spanish Speaking LatAm)
DiDi
Led the regional customer experience roadmap and operational efficiency strategies for the Delivery Services business unit across the SSL region. Managed governance and cross-functional alignment for multi-million dollar vendor investments. 1. Resource Allocation & Capacity Planning: Optimized the forecasting and capacity models for all user types, maintaining an elite +95% forecast accuracy rate to seamlessly align vendor (BPO) FTE allocation with real-time business volume and SLAs. 2. Governance & Financial Stewardship: Redesigned the operational governance mechanisms for the forecasting process, creating proactive marketplace adaptation strategies that heavily optimized operational spe…
- CX Operations Mgr - Progra…3Y
CX Operations Manager - Programs Management & Channels Strategy SSL (Spanish Speaking LatAm)
DiDi
Steered the multi-channel strategy, intelligent automation, and human-managed support channels across 9 countries and 3 business lines in LATAM. Directly managed cross-functional product integrations to maximize efficiency and customer retention. 1. Channel Optimization & P&L Impact: Restructured the regional channel mix (Live vs. Non-Live support) , successfully driving down service delivery costs while increasing Customer Effort Score metrics and boosting Order Completion Rates by 17% across SSL. 2. International Product Launch: Coordinated with Global Product, Telecom, and Regional Operations teams to execute the end-to-end transformation of the Courier Channel Strategy. Successfully l…
- PWC COLOMBIAJOB
- Mgr - Management Consulting10M
Manager - Management Consulting
PwC Colombia
Directed the sales pipeline and end-to-end execution of complex corporate transformation, business process optimization, and operating model redesign projects for Tier-1 clients. 1. C-Suite Relationship Management: Governed stakeholder alignment and managed relationships directly with client C-Suite executives during high-stakes corporate restructurings and prospective commercial bids. 2. Target Operating Model Delivery: Successfully designed and implemented structural organizational changes, achieving client satisfaction ratings exceeding 85% while ensuring strict adherence to budget and timelines. 3. Financial & Profitability Modeling: Developed advanced costing and profitability frame…
- Senior Associate10M
Senior Associate – Performance Improvement & Costing Strategy
PwC Colombia
Led cross-functional consultant teams to execute profitability management, business process optimization, and structural costing strategies across enterprise clients in multiple sectors. 1. Profitability & Process Optimization: Spearheaded the redesign of core and back-office operating frameworks to directly enhance profitability management and structural efficiency for multi-sector clients. 2. Resource Allocation Architecture: Contributed to the development of costing and profitability methodologies for major utility and energy players, empowering C-suites to execute data-driven resource allocation for digital transformation strategies. Enterprise Cost Redesign: Managed a team of consult…
- Senior Consultant2Y 4M
Senior Consultant / Senior Associate — GTM & Customer Experience (CX) Strategy
PwC Colombia
Designed and deployed high-impact Go-To-Market (GTM) frameworks, commercial models, and customer experience transformations for leading B2B and B2C organizations. 1. GTM Strategy & Commercial Transformation: Evaluated and architected comprehensive Go-To-Market strategies and commercial service models for a prominent consumer goods company to accelerate sales performance. 2. Customer Journey & CX Architecture: Designed end-to-end customer experience models, journey maps, and "moments of truth" for the automotive sector to maximize user retention and brand loyalty. 3. Practice Expansion: Actively expanded the firm's commercial footprint by co-authoring and presenting high-value corporate p…
- UNIVERSIDAD EANJOB
- Management Consulting Busi…10M
Management Consulting Business Unit Coordinator
Universidad EAN
Selected to architect, launch, and lead the Corporate Consulting Business Unit, driving commercial strategy and project deployment across economic sectors in Colombia. 1. Business Unit Architecture: Successfully built the university's corporate consulting unit from scratch, defining the service portfolio framework with a core focus on innovation, entrepreneurship, and sustainability. 2. Commercial Strategy & Pipeline Management: Directed end-to-end commercial operations, from identifying high-value target accounts to crafting and pitching multi-sector business proposals that secured net-new corporate clients.
- PWC ECUADORJOB
- Senior Associate2Y
Senior Associate – Operations
PwC Ecuador
Executed cross-border operational consulting projects focused on macro-benchmarking, back-office optimization, and corporate cost-modeling for public and private enterprise clients across multiple sectors. 1. International Benchmarking & Scaling: Led complex international research initiatives to embed global operational best practices into client environments, allowing senior leadership teams to accurately project operational scenarios and mitigate market friction. 2. Quantitative Operations Strategy: Designed advanced financial consolidation cost models, delivering the critical quantitative data required by client C-suites to justify long-term capital investments and operational changes.…
- GILDANJOB
- Costing & Standards Region…2Y 11M
Costing & Standards Regional Engineer
Gildan
Orchestrated product costing analysis, manufacturing standard optimization, and fiscal budgeting across three key regional operational branches for a global apparel giant. 1. Apparel Supply Chain Architecture: Managed the end-to-end operational implementation and production integration process for new product portfolios targeting high-value, strategic retail clients. 2. Industrial Efficiency & Profitability: Analyzed highly complex production standards and manufacturing cost inputs to formulate annual fiscal budgets, driving resource optimization across the production lines. 3. Cross-Functional Standardization: Engineered strict operational guidelines to transition product concepts from…
- Job: DiDi — CX Senior Manager — Growth & Engagement Offline Acquisition (LATAM Expansion) · 2026-04 – present · 4 mo — Head of the commercial engine and offline driver acquisition infrastructure across Spanish-Speaking LATAM (SSL). Directing the strategy to scale ongoing operations in Mexico and Argentina, while architecting the GTM expansion blueprints for Peru, Ecuador, and Costa Rica. 1. Operational Scale & Velocity: Designed and executed a field operations growth strategy that successfully scaled the promoter network by 166% in under 3 months (ramping from 50 to 133 active promoters across Mexico and Argentina). 2. Talent Excellence Framework: Revolutionized the regional promoter ecosystem by shifting from simple recruitment to a holistic HR Business Partner model; built capabilities frameworks, strat…
- Job: DiDi — CX Operations Senior Manager SSL (Spanish Speaking LatAm) · 2025-04 – 2026-04 · 1y — Led the regional customer experience roadmap and operational efficiency strategies for the Delivery Services business unit across the SSL region. Managed governance and cross-functional alignment for multi-million dollar vendor investments. 1. Resource Allocation & Capacity Planning: Optimized the forecasting and capacity models for all user types, maintaining an elite +95% forecast accuracy rate to seamlessly align vendor (BPO) FTE allocation with real-time business volume and SLAs. 2. Governance & Financial Stewardship: Redesigned the operational governance mechanisms for the forecasting process, creating proactive marketplace adaptation strategies that heavily optimized operational spe…
- Job: DiDi — CX Operations Manager - Programs Management & Channels Strategy SSL (Spanish Speaking LatAm) · 2022-05 – 2025-05 · 3y — Steered the multi-channel strategy, intelligent automation, and human-managed support channels across 9 countries and 3 business lines in LATAM. Directly managed cross-functional product integrations to maximize efficiency and customer retention. 1. Channel Optimization & P&L Impact: Restructured the regional channel mix (Live vs. Non-Live support) , successfully driving down service delivery costs while increasing Customer Effort Score metrics and boosting Order Completion Rates by 17% across SSL. 2. International Product Launch: Coordinated with Global Product, Telecom, and Regional Operations teams to execute the end-to-end transformation of the Courier Channel Strategy. Successfully l…
- Job: PwC Colombia — Manager - Management Consulting · 2021-07 – 2022-05 · 10 mo — Directed the sales pipeline and end-to-end execution of complex corporate transformation, business process optimization, and operating model redesign projects for Tier-1 clients. 1. C-Suite Relationship Management: Governed stakeholder alignment and managed relationships directly with client C-Suite executives during high-stakes corporate restructurings and prospective commercial bids. 2. Target Operating Model Delivery: Successfully designed and implemented structural organizational changes, achieving client satisfaction ratings exceeding 85% while ensuring strict adherence to budget and timelines. 3. Financial & Profitability Modeling: Developed advanced costing and profitability frame…
- Job: PwC Colombia — Senior Associate – Performance Improvement & Costing Strategy · 2020-09 – 2021-07 · 10 mo — Led cross-functional consultant teams to execute profitability management, business process optimization, and structural costing strategies across enterprise clients in multiple sectors. 1. Profitability & Process Optimization: Spearheaded the redesign of core and back-office operating frameworks to directly enhance profitability management and structural efficiency for multi-sector clients. 2. Resource Allocation Architecture: Contributed to the development of costing and profitability methodologies for major utility and energy players, empowering C-suites to execute data-driven resource allocation for digital transformation strategies. Enterprise Cost Redesign: Managed a team of consult…
- Job: Universidad EAN — Management Consulting Business Unit Coordinator · 2019-05 – 2020-03 · 10 mo — Selected to architect, launch, and lead the Corporate Consulting Business Unit, driving commercial strategy and project deployment across economic sectors in Colombia. 1. Business Unit Architecture: Successfully built the university's corporate consulting unit from scratch, defining the service portfolio framework with a core focus on innovation, entrepreneurship, and sustainability. 2. Commercial Strategy & Pipeline Management: Directed end-to-end commercial operations, from identifying high-value target accounts to crafting and pitching multi-sector business proposals that secured net-new corporate clients.
- Job: PwC Colombia — Senior Consultant / Senior Associate — GTM & Customer Experience (CX) Strategy · 2017-01 – 2019-05 · 2y 4mo — Designed and deployed high-impact Go-To-Market (GTM) frameworks, commercial models, and customer experience transformations for leading B2B and B2C organizations. 1. GTM Strategy & Commercial Transformation: Evaluated and architected comprehensive Go-To-Market strategies and commercial service models for a prominent consumer goods company to accelerate sales performance. 2. Customer Journey & CX Architecture: Designed end-to-end customer experience models, journey maps, and "moments of truth" for the automotive sector to maximize user retention and brand loyalty. 3. Practice Expansion: Actively expanded the firm's commercial footprint by co-authoring and presenting high-value corporate p…
- Job: PwC Ecuador — Senior Associate – Operations · 2015-01 – 2017-01 · 2y — Executed cross-border operational consulting projects focused on macro-benchmarking, back-office optimization, and corporate cost-modeling for public and private enterprise clients across multiple sectors. 1. International Benchmarking & Scaling: Led complex international research initiatives to embed global operational best practices into client environments, allowing senior leadership teams to accurately project operational scenarios and mitigate market friction. 2. Quantitative Operations Strategy: Designed advanced financial consolidation cost models, delivering the critical quantitative data required by client C-suites to justify long-term capital investments and operational changes.…
- Job: Gildan — Costing & Standards Regional Engineer · 2010-01 – 2012-12 · 2y 11mo — Orchestrated product costing analysis, manufacturing standard optimization, and fiscal budgeting across three key regional operational branches for a global apparel giant. 1. Apparel Supply Chain Architecture: Managed the end-to-end operational implementation and production integration process for new product portfolios targeting high-value, strategic retail clients. 2. Industrial Efficiency & Profitability: Analyzed highly complex production standards and manufacturing cost inputs to formulate annual fiscal budgets, driving resource optimization across the production lines. 3. Cross-Functional Standardization: Engineered strict operational guidelines to transition product concepts from…
- School: INCAE Business School — Master in Business Administration, Marketing
- School: Universidad Tecnológica Centroamericana — Industrial Engineer, Manufacturing Engineering
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