David Rodriguez, Operations Manager , Costa Rica

Meet David Rodriguez,
Operations Manager ,
Costa Rica

“I can go directly to the CEO and COO for support and guidance”
My role is very people focused. I’m constantly engaged in conversation, whether it’s with colleagues or clients. There’s a great variety to the conversations I have, too; one minute I’ll be speaking with the upper management of a blue-chip company about how we can improve their service support, the next I’ll be chatting with a member of my team about what they can do to take the next step in their career. 

I pride myself on building trusted relationships with people. There are around 80 people in the team I manage, so it can be tricky finding the time to build a meaningful relationship with every one of them. But that’s something I believe is crucial if we’re going to deliver the ‘Customer First’ service we aspire to. After all, happy employees equals happy customers. 
 

Harnessing the team’s energy 

I’m a strong believer in staff recognition. If they’re doing a great job, tell them. Similarly, if they have areas for improvement, they need to be addressed. They can’t mend what you don’t know about, right?

We have quite a young team, which is great for office atmosphere, but it means we need to keep everyone engaged about what they do. It’s crucial we channel people’s energy so their enthusiasm isn’t misplaced. 

That’s a challenge many leaders have to manage, but it’s more interesting for us because we’re required by the client to work in secure zones. Due to confidentiality, when working in a secure zone, you’re not allowed to bring in anything to record the information you see and hear, so no phones, recording equipment, or even paper and a pen. 

The younger generation are used to using their smartphones all day, every day. So it’s up to us to keep them engaged so they don’t miss their phones, by getting them involved in training, feedback and meetings, in addition to their day-to-day tasks. 
 

Building trust with the client 

Ensuring we don’t fall foul of the confidentiality agreement is as much about building trust with the client as it is keeping my team engaged. A big part of my job is liaising with the client about how we can keep the operation running smoothly. If we didn’t respect the secure zones, they would lose respect for us as an IT support partner. 

I also need to make sure I keep up to date with technology – servers, mainframes, operating systems, applications and software – which can be a challenge in itself when you’re managing operations. 
 

All-round support 

I’m really well supported by the Subject Matter Experts. They understand the products we manage inside and out and maintain that knowledge as the software develops. They not only offer guidance to me, but the engineers on the floor, too. They are the core of the operation in lots of ways.  

I’m used to managing large teams, having come from a multinational enterprise information technology company. The difference here is that you’re supported from all angles – not just by my team, but also by the leaders, which wasn’t something I was used to. Here I can go directly to the CEO and COO for support and guidance. Communication is very open, which makes my job easier and more rewarding. 
 

Isn’t David a cool leader?  If you think you have the same DNA as him or want to work with the Costa Rican team, check out our current job opportunities >>

Rate this article to help us give you better content

     

Share:

This could be you, take a look at our available roles.

Technical Onboarding Learning Design and Program Manager

Do you have a deep understanding of the digital learning experience? Do you seek to improve the engagement of people who are considering what they need to learn in the process of learning? Tek Expe...

Read more
Technical Leadership Learning Design and Program Manager

Do you have a deep understanding of the digital learning experience? Do you seek to improve the engagement of people who are considering what they need to learn in the process of learning? Tek Expe...

Read more
Service Excellence Learning Design and Program Manager

Do you have a deep understanding of the digital learning experience? Do you seek to improve the engagement of people who are considering what they need to learn in the process of learning? Tek Expe...

Read more
Professional Development Learning Design and Program Manager

Do you have a deep understanding of the digital learning experience? Do you seek to improve the engagement of people who are considering what they need to learn in the process of learning? Tek Expe...

Read more
Language and Cultural Awareness Learning Design and Progr...

Do you have a deep understanding of the digital learning experience? Do you seek to improve the engagement of people who are considering what they need to learn in the process of learning? Tek Expe...

Read more
Career Development Learning Design and Program Manager

Do you have a deep understanding of the digital learning experience? Do you seek to improve the engagement of people who are considering what they need to learn in the process of learning? Tek Expe...

Read more
Global Learning Delivery and Performance Manager

Do you seek to improve performance the of people who are in the process of learning, in a continuous learning environment? Are you interested in facilitating leadership training in front of senior ...

Read more
Head of Talent Acquisition Operations

Would you like to work in a fast paced IT company? Can you drive efficiency and effectiveness through leadership and partnership to influence hiring decisions? Do you want to be part of a team that...

Read more
Recruiter

Do you care about people and want to help make dreams happen? Do you want to be part of a team that deepens and diversifies the talent acquisition strategy of a global company on the go? Tek Exper...

Read more
Academy Head Of Marketing

Are you a passionate marketing professional? Are you looking for an environment where your ideas and creativity are rewarded? Do you want to be part of the launch and development of a business that...

Read more
Global Instructional Design and Professional Development ...

A person in this role seeks to understand the specific nature of human performance in an organization, applies a variety of learning pedagogies, makes learning technology choices, and designs curri...

Read more

Sorry we don't currently have any roles in this category. Why not sign up to our job alerts email

I agree that I have read and understood the Website’s Terms of Use and Privacy Policy
Quality Business Partner

The Quality Business Partner will be a business leader across locations and will serve as a strategic quality business partner between regional and global business functions; Will be responsible fo...

Read more
Senior Business Analyst

Are you a passionate quality professional? Are you looking for an environment where you can drive quality processes within a company experiencing fast growth? Are you looking for a rapidly growing ...

Read more
Client Site Leader

Are you looking to expand your career in IT service delivery? Do you want the opportunity to be the owner for service delivery for a defined client? Tek Experts provides business and IT outsourcing...

Read more
Technical Support Engineer Level 1- TRIM

Do you have strong troubleshooting skills? Do you love delivering exceptional customer service? Are you looking for a rapidly growing company to take your career to the next level? Tek Experts prov...

Read more
Relationship Manager

Do you have strong interpersonal skills and experience managing or selling to customers? Are you a creative thinker with the ability to solve issues quickly and effectively? Are you looking for a r...

Read more
Azure Intune Technical Support Engineer

Are you a natural problem solver? Do you have an interest in different technologies and IT? Do you think you can deliver exceptional customer service? Tek Experts provides business and IT outsourci...

Read more
ESP Software Security Support Engineer

Do you have strong troubleshooting skills? Do you love delivering exceptional customer service? Are you looking for a rapidly growing company to take your career to the next level? Tek Experts prov...

Read more
Microsoft Dynamics Subject Matter Expert

Do you have a passion for training and mentoring? Do you have a strong Microsoft Dynamics CRM experience? Tek Experts provides business and IT outsourcing services, and we take intense pride in hel...

Read more
Load More

Interested in joining our fantastic team? Choose your location and see what we have available.

Don’t be a stranger! Sign up to get the latest news and jobs.
Don’t worry we know too many emails are annoying so we only send the good stuff.

I agree that I have read and understood the Website’s Terms of Use and Privacy Policy