Carlos Jativa

About Carlos Jativa

I am an operations and program leader shaped by global experience, startup intensity, and a strong foundation in data, logistics, and cross-functional execution. Originally from Ecuador and bilingual in English and Spanish, I’ve lived, studied, and worked across the U.S, Europe, Latin America, and Africa — a journey that has taught me adaptability, cultural intelligence, and how to thrive in diverse business environments.My career began at Wish, where I joined during a period of hypergrowth and stayed through the company’s IPO, learning firsthand what it takes to scale a global marketplace and build operational infrastructure that can support millions of users. I grew from an intern into Operations Manager, taking on increasingly complex challenges across last-mile logistics, product operations, compliance, customer experience, and program management.What I bring to teams today is a blend of:• Operational clarity — I translate complex problems into structured solutions that reduce errors, improve performance, and optimize processes.• Analytical rigor — With SQL, Python, and data-driven decision-making, I uncover insights and build systems that move metrics, not just tasks.• Logistics & marketplace understanding — From carrier SLAs to refund logic, network health, and fulfillment operations, I know how to stabilize and scale operational ecosystems.• Cross-functional leadership — I’ve partnered with Product, Data Science, Logistics, Engineering, Legal, and Customer Support teams to deliver improvements across multiple countries.• A global mindset — My multicultural background allows me to connect with teams, partners, and customers across continents and solve problems with international context.• Startup discipline — I operate with ownership, urgency, and a bias for building solutions that drive long-term impact.Across roles, my work has consistently focused on designing scalable processes, strengthening operational performance, improving customer experience, and enabling teams to operate more efficiently.As I look ahead, I’m excited to bring my experience in operations, logistics, program management, and data-driven optimization to an organization that values innovation, structure, and global thinking. I’m motivated by roles where I can build, streamline, and improve — and where my international background and analytical strength can create meaningful business impact.

Experience

1. Operations Manager Gtm Global Marketplace

   Wish

   May 2023 — Present

   Summary:Operations Manager overseeing last‑mile logistics and retail pickup network performance, using Tableau, Superset, Excel/Google Sheets, SQL, Salesforce, and Zendesk to analyze GTM funnels, build dashboards, and drive data‑backed decisions with Logistics, Product, Sales, Customer Support, and Ops. Focused on improving marketplace efficiency, execution against revenue and service targets, and scaling programs across North America, Latin America and Europe.Key Achievements:• Reduced North America refund rate from 6% → 4.22%(all‑time low), protecting recurring GMV by building SQL‑ and Sheets‑based performance views and driving targeted playbooks at the account and network level.• Audited retail pickup locations using Superset/SQL and spreadsheet analysis, raising 2‑day time‑to‑scan from 37.8% → 82.2% and improving store quality score (SQS) from 6.6 → 7.89 through process changes, policy enforcement and team enablement.• Managed last‑mile logistics performance with partners like UPS, UniUni, and PUDO, using dashboards and SLA reporting to ensure on‑time performance and accurate invoicing across the North America network.• Led GTM email programs via Salesforce Marketing Cloud across 15 countries and 8 languages, designing segmentation and reporting in Excel/Sheets; achieved a 36% open rate, exceeding industry benchmarks and improving adoption of new policies and workflows.• Improved in‑store pickup and refund logic by analyzing support and operational data from Zendesk, Salesforce, and SQL, reducing unnecessary refunds by 20%+ and increasing process reliability.• Partnered cross‑functionally with Product, Data Science, Logistics, Sales, and Support to prioritize GTM tooling and operational initiatives, define KPIs, and roll out scalable solutions across the network.

Education

• Westcliff University

  Master of Business Administration - MBA, Business Statistics & Data Analytics

• Hult International Business School

  Bachelor’s Degree, Business Administration and Management, General

  2015 — 2019

• Colegio Terranova, Ecuador

  High School Diploma

  2012 — 2015

Skills

• Microsoft Office
• Powerpoint
• Microsoft Excel