Hi, I’m
ERNESTO GONZALES
Goodyear,AZ
Summary
Product-focused operations and people leader with 18+ years of experience driving customer experience, workforce performance, and service delivery across multi-state, multi-platform environments. Proven ability to manage product lifecycles, customer engagement, operational forecasts, and cross-functional teams supporting mobile, digital, and service-based platforms. Recognized for a servant leadership and coaching approach, building high-performing teams through mentorship, accountability, and continuous development. Known for improving retention, strengthening engagement, and translating business goals into scalable operational solutions.
Overview
14
years of professional experience
Work History
Inizio
Team Lead (Product Operations)
06.2025 - Current
Job overview
- Lead a 12-person operations team supporting digital healthcare workflows across mobile and web-based platforms.
- Act as product operations partner between frontline teams and internal stakeholders to improve service design and user experience.
- Monitor product performance metrics, engagement data, and quality dashboards to forecast volume and optimize staffing.
- Drive continuous improvement across process design, system usage, and technical workflows.
- Support onboarding and training for new product releases and system changes.
- Serve as escalation point for product issues, system bottlenecks, and customer experience risks.
Freight Handlers Inc.
Regional Operations Manager
07.2022 - 06.2025
Job overview
- Led multi-state operations across Arizona and California with six managers and 150+ employees.
- Owned operational planning and execution for service-based product lines with full P&L responsibility.
- Reduced turnover from 150% to 105% through leadership engagement and performance systems.
- Built forecasting models for labor demand, service volume, and customer requirements.
- Partnered with enterprise clients to optimize service design and delivery models.
- Implemented cost-control and workflow improvements that increased product reliability and customer satisfaction.
GXO Logistics
Operations Supervisor
01.2022 - 12.2022
Job overview
- Supervised warehouse operations supporting multi-platform fulfillment systems.
- Managed routing systems, productivity tools, and technical workflows.
- Analyzed performance data and dashboards to improve throughput and service quality.
Superior Protection Services
Operations Manager
01.2015 - 12.2022
Job overview
- Managed 200+ employees across three states supporting security service platforms.
- Oversaw end-to-end service product lifecycle including onboarding, staffing, compliance, and billing.
- Designed operational frameworks to improve customer engagement and service scalability.
UNITED STATES MARINE CORPS
Operations & Leadership Roles
01.2012 - 01.2023
Job overview
- Led teams in high-pressure, mission-critical environments requiring rapid decision-making, accountability, and operational discipline.
- Trained, coached, and mentored junior leaders, reinforcing a servant leadership culture focused on team development, trust, and performance.
- Managed operational planning, resource coordination, and compliance across complex, multi-unit missions.
- Built adaptability, resilience, and execution skills now applied to enterprise product and operations leadership.
Education
Grand Canyon University
Bachelor of Science
Skills
- Product Management & Product Operations
- Product Lifecycle Management (PLM)
- Customer Experience & Engagement
- Mobile Platforms & Digital Services
- Multi-Platform Operations (Web, Mobile, Service)
- Forecasting & Capacity Planning
- KPI Dashboards & Reporting
- Process Design & Optimization
- Stakeholder Management
- Technical & Operational Documentation
- Product Planning & Execution
- Change Management & Continuous Improvement
Personal Information
Title: Product & Operations Leader
Timeline
Team Lead (Product Operations)
Inizio
06.2025 - Current
Regional Operations Manager
Freight Handlers Inc.
07.2022 - 06.2025
Operations Supervisor
GXO Logistics
01.2022 - 12.2022
Operations Manager
Superior Protection Services
01.2015 - 12.2022
Operations & Leadership Roles
UNITED STATES MARINE CORPS
01.2012 - 01.2023
Grand Canyon University
Bachelor of Science