Make the messy manageable.
Turn competing priorities into a practical plan, with clear ownership and a next step everyone understands.
Customer operations · Implementation · Project delivery
Paula
Vargas.
I bring teams together
to get work done.
I bring clarity to customer operations, connecting teams and turning priorities into reliable delivery.
Open to roles in Reykjavík & remotely
01 / Selected experience
Cross-team work.
Real-world responsibility.
From pharmaceutical supply chains to software and consumer apps, I help people move forward together.
01AwareGOHead of Customer OperationsCustomer Success ManagerOperations across 60+ global enterprise accounts
Keeping the customer journey
and the business connected.
Head of Customer Operations
Jan 2026 — Oct 2026
I led customer operations across Customer Success, Product, Development, and Finance: clear priorities, clear owners, and reliable delivery.
From onboarding and implementations to renewals, expansion, and accurate revenue data, I connected the details that kept a portfolio of 60+ global enterprise accounts running.
Customer Success Manager
Feb 2025 — Jan 2026
I managed the customer lifecycle, from onboarding and engagement to renewals and expansion, and served as a point of contact for existing and prospective customers.
I delivered product demos, supported proposals and contract conversations, and documented processes to improve the customer experience.
02Pixel PuffinProject Manager & QA · FreelanceFrom backlog and acceptance criteria to release QA
From an idea in the backlog
to a better release.
Project Manager & QA · Freelance
Sep 2026 — Present
I coordinate a developer and designer on a consumer app in private alpha, keeping discovery, delivery, and QA moving through a Kanban workflow I built from scratch.
I write user stories and acceptance criteria, prioritize the backlog, test releases, and follow bugs through to resolution.
03HoppKey Account ManagerHelped launch five European franchise markets
Many moving parts.
One joined-up experience.
Key Account Manager
Nov 2022 — Nov 2023
I managed municipal and enterprise relationships, connecting customers with product, developers, logistics, legal, and onboarding teams.
I brought feature requests, technical support, and operational issues into a clear, actionable picture, and helped launch five new European franchise markets.
04ControlantOperations Manager & Customer SuccessCoordinated 1,000+ pharma shipments per month
Calm coordination.
When the stakes are high.
Operations Manager
Mar 2022 — Nov 2022
I oversaw cold-chain pharmaceutical operations, coordinating 1,000+ shipments per month in a regulated, always-on environment. My work included developing SOPs and escalation workflows and supporting the scaling of the operations team.
Senior Customer Success Coordinator
Aug 2021 — Apr 2022
I delivered internal and customer training, trained new team members, and managed customer relationships and day-to-day account needs.
Customer Success Coordinator
May 2021 — Aug 2021
I worked closely with Customer Success Managers, maintained accounts, and resolved customer requests and issues before they reached the customer.
Monitor and Response Specialist
Nov 2020 — May 2021
I monitored temperature alerts and deviations, communicated with customers by email and phone, and resolved or escalated support requests in line with company procedures.
02 / How I work
A clear head.
A human approach.
Things moving.
Connect the right people.
Bridge customers, commercial teams, and technical teams. Keep communication clear and the customer in view.
Build a better way to work.
Create workflows, documentation, and feedback loops that make delivery more reliable as a team grows.
03 / A little about me
A linguist’s ear.
An operator’s instinct.
I started with language and literature. Today, I use that same curiosity about how people communicate to help teams work better together.
I’ve managed stores, supported pharmaceutical operations, worked with municipalities, and led customer operations in SaaS. The common thread is people: understanding what they need, bringing clarity, and following through.
Home base
Reykjavík, Iceland
Languages
Spanish · English · Icelandic
Let’s make things happen
Let’s talk about
your team.
I’m open to operations, implementation, and project roles in Reykjavík or remotely. If your team needs someone to connect the dots, let’s talk.
Discuss an opportunityme@paulavargasalv.com