Rafael Dominguez Orrantia
Business Operations Director - Collections @ Stori
About
I help tech companies scale by bridging the gap between Product and Operations. With a track record across high-growth environments like TikTok Music, Uber, and Stori, I specialize in translating strategy into execution—leading cross-functional teams, launching operational models from scratch, and expanding products across diverse markets. My core strength lies in solving problems where product vision meets operational complexity. From building the LatAm ops playbook for TikTok Music, to leading customer and operations teams at Uber, and now optimizing communications and collections at a leading credit card startup, I’ve consistently delivered impact through a mix of data, process, and people. I can help startups and scaleups with Product and Operations interactions, LATAM market expansion and process optimization.
Mexico
Mexico City
Internet
Operation Optimization, Product Operations, Collections, LATAM, Operations, Business Process Improvement, Customer Support, Communication, Problem Solving, Strategy, Subscriptions, Product Launch, Customer Experience, People Management, Project Management, Strategic Planning, Analysis, Teamwork, Leadership, Data Analysis
Experience
Business Operations Director - Collections
Stori
- Lead the cost-saving initiatives in Collections, reducing the cost-to-serve per account by 28%. - Implemented conversational AI voicebots in Collections, increasing the account-to-agent ratio by 75%.
Business & Product Operations Lead, TikTok Music LATAM
TikTok
Ciudad de México, México
• Launched TikTok Music in Mexico and Brazil. • Managed a team of 8 managers and individual contributors, overseeing user lifecycle, product operations and customer support. • Surpassed subscription targets by 8% during a World Cup campaign, contributing to significant revenue growth.
Program Leader, B2B Customer Experience
Uber
Ciudad de México, México
Led a team of 5 responsible for Uber’s B2B service model, launching new support channels and experimenting with service options.
Program Manager, Payments Customer Experience
Uber
Ciudad de México, México
- Enhanced payment and invoicing support operations across Latin America, improving efficiency and customer satisfaction. - Designed and deployed a new service model for Uber’s bank account for drivers in Brazil and new payment methods in Brazil such as Pix, enhancing user satisfaction.
Senior Central Operations Manager
Uber
Mexico City Area, Mexico
- Directed the LATAM cross-functional efforts to adapt safety protocols during COVID-19. - Designed and launched no-code features to identify driver account sharing, reducing “Wrong Driver” reports by 60%.
Central Operations Manager
Uber
Mexico City Area, Mexico
- Created no-code solutions to eliminate fraudulent accounts, resulting in $6M in annual savings.
MBA Intern
Blackboard
Washington D.C. Metro Area
- Financial planning for Blackboards consulting unit to identify areas of opportunity for sales. - Implemented methodology for the calculation of Blackboard’s Sizable Addressable Market by segment in North America.
Senior Business Analyst
Tecnológico de Monterrey
Monterrey y alrededores, México
- Generated and implemented clear, measurable, and accountable planning process for definition of strategic goals of administrative and academic areas. - Developed model for predictive forecasting and definition of institution’s admissions goals, aiding academic areas in creation of metrics for annual budgeting.
Adjunct Professor
Tecnológico de Monterrey
Monterrey Area, Mexico
• Taught Mexican Politics & Economics and Ethics courses at Tecnológico de Monterrey's high school system. • Achieved placement in the 95th percentile based on student evaluations. • Developed strong communication and presentation skills while engaging with high school students.
Strategic Planning Intern
CHRISTUS Health
Monterrey Area, Mexico
Education
Georgetown University McDonough School of Business
Business
Georgetown Merit Scholarship Recipient MBA with Certificate in Nonmarket Strategy VP of International Students
Tecnológico de Monterrey
Minor in Systems Engineering
Concentration in Political Science Excellence in Student Leadership Diploma President of the Electoral Committee
Rafael Dominguez Orrantia's Contact Information
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