Diogo Campos
Global Operations Lead -Trust & Safety Operations
Lisbon
Summary
Experienced global operations lead with a successful track record of over 10 years in managing large-scale, cross-functional teams across multiple regions, including EMEA and APAC. Recognized for driving operational excellence, optimizing processes, and consistently delivering high-quality results. Proven expertise in leading P&L management, improving efficiency, and cultivating strong client relationships. Skilled in project management, financial oversight, and talent development, with a strong focus on continuous process improvement.
Overview
20
20
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Global Ops Lead - Trust & Safety Ops
Cognizant
10.2020 - Current
- Leading a global account across 5 locations(in EMEA and APAC) in Content Moderation
- Coordinating 6 dedicated Delivery Managers (in Ops, Quality and Training) and a total HC of 900+
- Owning client relationship with several VMs and respective leadership
- Leading P&L activities ensuring financial performance aligned with business objectives.
Service Delivery Manager
Cognizant
11.2018 - 10.2020
- Managed and successfully implemented major account reporting to Country Manager, leading a team of 6 Operations Managers, across 14 different Languages
- Responsible for the business development and client relations; managing the project's profitability and sizing; managing and supporting the operational team in order to achieve internal and client KPIs and business targets; ensuring internal and client standard operating procedures are implemented and followed
Account Manager / Contact Centre Manager
Teleperformance Portugal
02.2015 - 11.2018
- Managed and implemented major international accounts reporting to the Multilingual Operations Director, in the e-commerce, automotive and gaming industries, coordinating a team of up to 270 employees across 2 different sites (Lisbon and Oporto)
- Responsible for the business development and client relations; managing the project's profitability; managing and supporting the operational team in order to achieve agreed KPIs and business targets; ensuring internal and client standard operating procedures are implemented and followed
Operations Manager
Teleperformance Portugal
08.2013 - 02.2015
- Managed contact center operations in 2 major accounts in gaming and tech support for international clients, coordinating a team of 8 supervisors, helping them support a team of customer support representatives, with the objective of achieving set business targets while maintaining a positive take and a high morale within the team; maintaining direct relationship with client to ensure high level of satisfaction at all times
First Line Manager
Teleperformance Portugal
03.2012 - 08.2013
- Direct management and support of a team of 15 customer support representatives
- Developing their skills and knowledge, through coaching and monitoring activities, ensuring the individual and team targets are achieved; motivating the team on a daily basis; real time monitoring to guarantee SL are met; development of action plans for continuous improvement
Customer Support Expert
Teleperformance Portugal
05.2011 - 03.2012
- Direct customer and technical support (consumer goods, telco and mobile OS tech support) through different channels (phone, email and chat), maintaining high standards of Customer Satisfaction, productivity and Quality
Customer Support Specialist
Nestlé Nespresso SA
11.2010 - 04.2011
- Customer and technical support to the domestic market, assisting customers placing orders and performing technical troubleshooting
Senior Flight Attendant
Iberojet PT
06.2007 - 10.2010
- Coordinating a team of flight attendants and supporting them to perform the in-flight duties with a major focus on safety and quality of service
- Aircraft certification - Airbus A330
Flight Attendant
Air Luxor
01.2005 - 09.2006
- Assisting passengers, ensuring all safety and quality standards were kept at excellent level, mainly on long-haul flights
- Aircraft certification - Airbus A330 / A320
Education
Social Communication / Media
ISCSP-ULisboa / Instituto Superior De Ciências Sociais E Políticas - Universidade De Lisboa
Lisbon, Portugal 10.1997 - 07.2000
Skills
- People Management
- P&L
- Data Analysis
- Operational Excellence
- Change Management
- Stakeholder Management
- People Management
Timeline
Global Ops Lead - Trust & Safety Ops
Cognizant
10.2020 - Current
Service Delivery Manager
Cognizant
11.2018 - 10.2020
Account Manager / Contact Centre Manager
Teleperformance Portugal
02.2015 - 11.2018
Operations Manager
Teleperformance Portugal
08.2013 - 02.2015
First Line Manager
Teleperformance Portugal
03.2012 - 08.2013
Customer Support Expert
Teleperformance Portugal
05.2011 - 03.2012
Customer Support Specialist
Nestlé Nespresso SA
11.2010 - 04.2011
Senior Flight Attendant
Iberojet PT
06.2007 - 10.2010
Flight Attendant
Air Luxor
01.2005 - 09.2006
Social Communication / Media
ISCSP-ULisboa / Instituto Superior De Ciências Sociais E Políticas - Universidade De Lisboa
10.1997 - 07.2000
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