Sylwia Kiely
Dublin
Summary
Product and Vendor Operations leader with extensive experience scaling global support and quality programs across high‑growth tech companies including Meta, Twitter, Google and HP. Proven track record in designing and optimising operational frameworks, managing large multi‑site vendor teams, and driving data‑informed decisions to exceed KPIs and SLAs. Skilled at partnering with Product, Operations and Sales to launch new workflows, improve customer experience and deliver measurable impact in fast‑paced, ambiguous environments.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work history
Vendor Program Manager
Meta
Dublin
2022.04 - 2025.12
- Own service operations delivery for a large‑scale vendor workforce, ensuring performance consistently exceeds KPI and SLA targets across multiple workflows and regions.
- Design and optimise operational processes, partnering with cross‑functional stakeholders to improve efficiency, quality and customer experience at scale.
- Perform data analysis and use dashboards to monitor performance, identify trends and implement data‑informed initiatives that drive continuous improvement.
- Lead capacity planning for large multi‑skilled teams, defining staffing plans and managing resourcing to meet volume forecasts and business objectives.
- Coordinate planning and staffing for new workflow launches, updates and migrations, ensuring smooth execution and readiness across vendor sites.
- Collaborate closely with a variety of internal and external stakeholders, including Product and Operations teams, across local and global locations.[
Quality Program Manager
Meta
Dublin
2019.10 - 2022.03
- Managed global vendor operations and quality programs across EMEA, APAC, LATAM and NA, ensuring consistent standards and performance.
- Built and scaled quality frameworks and governance processes across programs, creating holistic solutions that improved customer and seller experience.
- Oversaw quality audit processes and reporting, providing clear visibility into performance and driving corrective actions where needed.
- Partnered cross‑functionally with Sales, Operations and Product to align operational programs with product roadmap and commercial priorities.
- Emphasised scalable solutions and tooling to support multiple workflows and drive operational excellence globally.
Global Operation Manager
Twitter via CPL
Dublin
2018.01 - 2019.09
- Led global AdOps contractor performance across EMEA, US and APAC, owning productivity, quality and SLA metrics.
- Directly managed, coached and developed Team Managers in EMEA, improving team capability and engagement.
- Owned global staffing and capacity management, reporting on volumes and forecasts to ensure appropriate resourcing for demand.
- Managed weekly productivity, quality and SLA reporting, including preparing and presenting weekly, monthly and quarterly performance updates to the client.
- Served as escalation point for high‑level issues and as Project Manager and owner of an Innovation Hub, driving process improvement initiatives across the global operation.
Team Leader
Google via Arvato
Dublin
2016.02 - 2018.01
- Managed daily performance of agents across multiple communication channels, ensuring adherence to KPIs including customer satisfaction, productivity and quality.
- Led team operations and headcount management, ensuring tasks were prioritised effectively and teams worked efficiently.
- Coordinated projects with the client, representing the company in client meetings and contributing to operational improvements.
- Led recruitment and induction training of new staff and acted as first point of contact for escalations and complex customer issues.
Team Leader
Hewlett-Packard via CPL
Leixlip
2014.05 - 2016.02
- Led, motivated and developed a team of up to 30 Technical Support Analysts and coaches, delivering on agreed SLAs and KPIs.
- Drove quality and productivity targets and provided regular reporting to senior management and the client.
- Managed escalations and complaints, and handled people management responsibilities including development and training.
- Conducted interviews and assessment activities, including language tests and role plays.
Quality Analyst
Hewlett-Packard via CPL
Leixlip
2013.08 - 2014.05
- Identified root causes of quality issues and owned high‑priority escalations to resolution.
- Compiled, analysed and published quality data and participated in calibration sessions to ensure consistency.
Technical Support Analyst
Hewlett-Packard
Leixlip
2011.07 - 2013.08
- Resolved customer problems within defined SLAs, mentoring new hires and ensuring adherence to quality standards.
- Supported multiple languages, following escalation procedures and contributing to team goals.
- Mentor new hires.
- Ensure Quality standards are adhered to in regards to both cases & calls.
- Observe strict compliance to licensing, copyright and trademark legislation.
Education
Masters Degree - Communication Science
University of Lodz
Lodz 2004.10 - 2009.06
Skills
- Product & Vendor Operations
- Program & Project Management
- Process Design & Continuous Improvement
- Capacity Planning & Workforce Management
- Global Vendor & Stakeholder Management
- Performance Management (KPIs, SLAs, Quality)
- Data Analysis & Reporting (Tableau, Excel/Sheets)
- Communication & Presentation Skills
- Leadership, Coaching & Team Development
Timeline
Vendor Program Manager
Meta
2022.04 - 2025.12
Quality Program Manager
Meta
2019.10 - 2022.03
Global Operation Manager
Twitter via CPL
2018.01 - 2019.09
Team Leader
Google via Arvato
2016.02 - 2018.01
Team Leader
Hewlett-Packard via CPL
2014.05 - 2016.02
Quality Analyst
Hewlett-Packard via CPL
2013.08 - 2014.05
Technical Support Analyst
Hewlett-Packard
2011.07 - 2013.08
Masters Degree - Communication Science
University of Lodz
2004.10 - 2009.06