Luis Gutierrez

Experience

1. Senior Manager, Support Operations, and Partner Success & Support

   Dolby Laboratories

   Jan 2015 — Present · San Francisco County, CA, US

   Oversees Support Operations for Dolby’s Success and Support Organization and Dolby Media Cloud Initiative. Drives excellence and collaboration while refining strategy to scale success and support for early adopter engagements. Encourages and supports teams to include UX research and design as part of the new initiatives. Partners with cross-functional teams on the execution of the support platform strategy which includes launching customer-facing self-service portals, consolidating systems across support teams, increasing IT autonomy, creating customer journey maps, and more. Additionally, defined and executed the technical support strategy for Dolby Access Notable Contributions: • Created and implemented a successful strategy that incorporates the customer experience in our Program Lifecycle Management (PLM) process by redefining the role and scope of support engineers which has enabled the support team to drive scale and reduce the effort required to integrate our technology in partner’s products by up to 70%. • Initiated and grew the PSS PMO, hiring process, and mentorship initiative within the Success and Support Division and developed a team of program managers by working collaboratively with teams and providing ongoing support.

Education

• Microsoft Professional Program

  Microsoft Professional Program on Artificial Intelligence, Artificial Intelligence, In Progress

  2018 — 2020

• Santa Clara University

  Master of Business Administration - MBA, Entrepreneurship

  2010 — 2013

• Instituto Tecnológico y de Estudios Superiores de Monterrey / ITESM

  Bachelor of Science - BS, Electrical Engineering

  1998 — 2002