Grupo Ramirez

About

Rolando Ramirez

Senior Project and Product Manager with 9+ years of cross-functional experience delivering complex IT initiatives, leading Agile teams, and translating business strategy into clear technical execution.

Senior Project and Product Manager

2022 — Present
  • Led cross-functional Agile (Scrum) teams across IT product initiatives, consistently delivering on schedule through disciplined sprint planning and backlog management.
  • Translated complex business requirements into clear technical specifications, reducing rework and accelerating delivery cycles.
  • Designed and implemented AI-driven process improvements across product workflows, measurably improving product performance.
  • Influenced roadmap prioritization by analyzing client needs and recommending strategic product enhancements grounded in real business value.
  • Managed stakeholder communication across all organizational levels, aligning expectations and proactively mitigating risks.
  • Built high-performance team culture through consistent coaching and accountability practices.

Operations Team Leader

2020 — 2022
  • Led a 19-agent operations team in a high-volume environment, consistently exceeding KPIs across quality, productivity, and client satisfaction.
  • Used business analytics to identify and resolve operational bottlenecks, delivering data-driven process improvements.
  • Conducted direct client negotiations on scope, objectives, and escalations, preserving business relationships and preventing service disruptions.
  • Applied White and Yellow Belt Lean Six Sigma methodology to streamline workflows and improve team throughput.
  • Executed account ramp-ups with accurate forecasting and managed ramp-downs with minimal operational impact.
  • Identified and neutralized cybersecurity threats, including social engineering attacks, protecting client data and platform integrity.

Customer Service Representative

2016 — 2020
  • Delivered top-tier support to international clients across multiple regions and industries.
  • Recognized three times as a Customer Satisfaction Top Performer.

Office and Translation Assistant

2014 — 2015
  • Supported marketing strategy and day-to-day operations for an immigration services firm serving a bilingual client base.
  • Served as a bilingual document translator and live interpreter in client-facing meetings.

Certifications & education

  • Enterprise Product Management Fundamentals — Microsoft / Coursera, 2025
  • Project Management Course — Academia Europea, 2025
  • AI Fluency: Framework and Foundations — Anthropic, 2025
  • Cybersecurity and IT Management Diploma — Universidad Don Bosco, 2023
  • Project Management Certification — Google, 2022
  • Risk, Controls and Compliance Trainee Program — RSM, 2026
  • Mobile App Development — Carlos Slim NGO, 2023
  • Technical Degree in Marketing and Advertising — Universidad Francisco Gavidia

Languages

Spanish — native proficiency · English — professional working proficiency.