Ryan Gomes
Operations Leader
New Delhi
Summary
Dynamic and results-driven professional with over 16 years of experience in driving operational excellence, leading high-performing teams, and optimizing processes. Proven expertise in Operations Management, Performance Management, and Lean Six Sigma methodologies. Skilled in fostering team empowerment and leveraging technology to streamline operations and enhance customer satisfaction.
Overview
17
17
years of professional experience
12
12
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Supervisor, Community Support
Airbnb Capability Center
07.2022 - 12.2024
- Cultivate trust and communication within the team for growth and satisfaction.
- Drive team performance to exceed metrics, taking decisive action as needed.
- Manage day-to-day operations, including scheduling and feedback.
- Advocate for customer feedback to influence leadership decisions.
- Resolve issues confidently, fostering a solutions-focused culture.
- Continuously improve workflows for efficiency and relevance.
- Address top user concerns to enhance Airbnb products and policies.
- Stay connected to customers by handling tickets and escalations.
- Prioritize tasks based on seasonal demands and stakeholder needs.
Interim Operations Manager, Americas Social Media
Airbnb Capability Center
08.2021 - 06.2022
- Drive regional service performance, reporting to senior leadership.
- Influence growth strategy, focusing on accessibility, operational excellence, and brand engagement.
- Execute strategic initiatives regionally and with global partners.
- Provide insights to prioritize technology investments.
- Manage end-to-end people strategy, including hiring and talent development.
- Ensure performance metrics are met for internal and partner teams.
- Articulate staffing needs and collaborate for hiring.
- Analyze and report performance through regular reviews.
- Develop communication strategy and provide coaching for team growth.
- Act as subject matter expert and provide leadership and guidance to peers.
Supervisor, Social Media
Airbnb Capability Center
12.2019 - 07.2021
- Foster team connection, communicate goals, and provide regular feedback for employee growth.
- Coach the team on Social Media best practices and workflows.
- Manage day-to-day operations and team meetings.
- Own and improve team workflows for efficiency.
- Identify and address top user issues to improve Airbnb products.
- Drive the team to surpass metric expectations.
- Prioritize tasks based on seasonality and stakeholder needs.
- Collaborate with Marketing and Regional Operational Managers, providing regular performance reports.
- Lead or contribute to cross-departmental projects as assigned.
- Collaborate with regional peers on Social CX strategy.
Operations Service Supervisor, Channel Management
Prometric Testing Private Ltd
01.2019 - 12.2019
- Lead and manage a team of 15-20 specialists, ensuring service levels are met.
- Act as primary contact for test delivery points in North America, LATAM, and Canada.
- Conduct performance management, including reviews and corrective actions.
- Conduct interviews for new team members.
- Prepare accurate financial statements.
- Collaborate with internal departments to meet test center needs.
- Build relationships with testing sites.
- Address operational issues and prevent reoccurrence.
- Promote a culture of service excellence.
- Improve customer experiences and response times.
- Diagnose and resolve basic issues, managing escalations.
- Document recurring issues for prioritization.
Senior Team Leader Operations, US Consumer Product Services
American Express
08.2007 - 07.2018
- Lead a team of 15-20 Customer Care Professionals, providing leadership, coaching, and talent development.
- Communicate organizational priorities and mentor new leaders.
- Maintain employee satisfaction through recognition and rewards.
- Drive process improvements and ensure compliance.
- Implement development plans and collaborate on scheduling and SLAs.
- Assume leadership responsibilities when needed.
Education
Bachelor of Arts -
Shobhit University
04.2001 - 04.2013
M.A. in Mass Communication & Journalism - undefined
Amity University
Skills
Operations management
Customer service
Training and mentoring
Performance management
Process improvement
Strategic planning
Certification
Lean Six Sigma Green Belt, 02/2021
Accomplishments
- Annual Leadership Awards - Community Support - 12/21
- Customer Success Spotlight - Top Performing Leader - 08/21
- Highest Goal Achievement Leader - 06/21
- Above & Beyond - 01/21
- Game Changer - 11/20
- Was awarded for leading a Winning Team who won the Dream-Team Award for H2, 2017 in CEN-CPS.
- Was honored with the World Excellence Award Twice for 2012 & 2016 for my overall performance and proven Leadership Skills in CPS
Contact
New Delhi, DL 110058
Personal Information
Timeline
Supervisor, Community Support
Airbnb Capability Center
07.2022 - 12.2024
Interim Operations Manager, Americas Social Media
Airbnb Capability Center
08.2021 - 06.2022
Supervisor, Social Media
Airbnb Capability Center
12.2019 - 07.2021
Operations Service Supervisor, Channel Management
Prometric Testing Private Ltd
01.2019 - 12.2019
Senior Team Leader Operations, US Consumer Product Services
American Express
08.2007 - 07.2018
Bachelor of Arts -
Shobhit University
04.2001 - 04.2013
M.A. in Mass Communication & Journalism - undefined
Amity University
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