Global Director of Business Support Engineering

Meta
Jan 2026 – Present

Lead a business-centric Engineering Support organization delivering best-in-class scalable operations and integration services to Advertisers, Business Messaging, Telco, and FinTech partners. Managing a talented global team across California, Austin, Seattle, Dublin, London, Sao Paulo, and Singapore — 9 senior managers, ~100 Support Engineers, and 3 vendor teams.

Strategic Leadership

  • AI Strategy: Ideated and sponsored Support AI strategy with agent-facing AI co-pilot (35K+ tickets/half, 70% satisfaction, 7% faster response, 4% CSAT boost)
  • SMS AIT Strategy: Reduced registration OPEX by $500+M (-3.5x in 3 years)
  • Revenue Generation: Led team to introduce $160+M direct incremental revenue annually

Functional Leadership

  • Drove 5pp HoH tCSAT increase, 8pp HoH pcRR boost, 32pp jump in Resolution Rate (50%→82%)
  • Unlocked 20M+ incremental MAU by onboarding Reality Labs, Metaverse, Cloud, WA Business Messaging
  • Improved team productivity by 24% through revamped OKR model

Global Head of Business Support Engineering

Meta
Sep 2024 – Dec 2025

Head of Messaging & Product Growth

Meta
Jan 2022 – Oct 2023

Head of Converged Core Engineering & Implementation

Orange Orange Expert®
Sep 2015 – Dec 2019
  • Led Orange's group flagship for Core Platforms Cloud transformation, enhancing QoS by 25%
  • Reduced CAPEX by 25% and OPEX by 65% through cloud transformation
  • Designed the group's "Vision 2025" focusing on Virtualization and Cloud Architecture

Engineer → Principal Engineer → Expert → Manager → Sr. Manager

Mobinil
2004 – 2015

11 years of progressive growth from Engineer to Senior Manager, building deep expertise in telecommunications engineering and leadership.

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Leadership Philosophy About Me