Anthonio Babatunde Pinheiro

As Chief Operating Officer, led and oversaw Portfolio Support, Management, IR, fundraising, Regulatory & Compliance, External Finance Oversight, and HR functions, driving strategic growth and operational excellence.

• Led firm-wide strategic initiatives in partnership with the CEO, developing a comprehensive liquidity strategy that achieved projected 3x returns for Fund I investors through systematic portfolio optimization and exit planning.
• Designed and executed complex operational improvement initiatives, transforming portfolio company performance and operational maturity, significantly improving NPS from 60 to +7.
• Built and managed the Office of the CEO function, serving as a strategic business partner while providing executive counsel on investment decisions, organizational development, and stakeholder alignment.
• Implemented enterprise-wide technology and operational infrastructure, including Affinity CRM, enabling holistic performance monitoring of deal flow, LP relationships, and portfolio company health metrics.
• Established standardized operational frameworks, 90-day planning methodologies, and executive dashboard systems, enabling data-driven governance across the firm's investment portfolio.
• Oversaw regulatory compliance, external finance, and cross-functional teams, ensuring operational excellence and organizational alignment with strategic objectives.
• Built and led an executive coaching program for portfolio founders, focusing on go-to-market enablement, customer experience strategy, and operational scaling to drive measurable business improvement.
• Managed investor relations and fundraising initiatives with institutional limited partners, presenting portfolio performance metrics and strategic growth plans to secure additional capital commitments.
• Developed and executed comprehensive operational playbooks addressing common founder challenges, creating scalable frameworks for business growth and organizational maturity.

As Director of Talent Delivery, managed a $150M+ ARR business unit with full P&L responsibility across four continents, driving P&L performance, strategic initiatives, and executive leadership.

• Drove comprehensive P&L performance, achieving 101% net retention and maintaining 4% average quarterly revenue churn through strategic planning cycles, quarterly business planning, and cross-functional alignment.
• Rebuilt Andela's Talent Delivery function, serving marketplace contractors and SMB/Enterprise clients, implementing strategic account planning and revenue optimization frameworks.
• Established a revenue operations excellence framework with performance tracking systems that enabled seamless collaboration between support and sales organizations, driving upsell opportunities.
• Led organizational-wide OKR implementation, architecting performance management frameworks, peer accountability systems, and cross-functional alignment metrics for maximum transparency.
• Spearheaded enterprise systems integration connecting Salesforce CRM, Zendesk, and Asana with automated Slack notifications, creating real-time visibility into operational performance.
• Implemented go-to-market automation leveraging Spekit for AI-assisted customer success workflows, improving operational efficiency by 30% and reducing support overhead by 18%.
• Built, coached, and mentored a high-performing global leadership team, creating career development pathways that retained top talent during organizational growth and change.
• Created and delivered executive presentations to the CEO, CFO, and multiple VPs, translating complex operational metrics into strategic business insights and actionable growth initiatives.
• Led comprehensive customer journey optimization through cohort analysis that identified critical business touchpoints and drove 22% improvement in long-term retention.

Led the global team of escalation and program managers responsible for solving the most challenging issues for key customers, managing a $30M ARR portfolio.

• Executed complex business turnaround, transforming an under-performing unit into a high-performing organization, achieving 102% client retention (vs 7-year historical average of 94%).
• Built a centralized SMB support organization, redesigning workflows, creating escalation matrices, and implementing automated processes that reduced product launch time by 60%.
• Established a comprehensive knowledge management strategy with governance controls that became the cross-functional source of truth, enabling scale while improving operational efficiency.
• Implemented a cross-functional leadership framework, aligning Sales, Talent, and Customer Success teams, ensuring 100% operational readiness 2 weeks before product launches.
• Designed client experience frameworks with single-threaded accountability that streamlined customer experience workflows and improved operational efficiency across all touchpoints.
• Developed journey-based engagement strategy with proactive trigger points that reduced talent churn and improved business outcomes through systematic intervention planning.

Led a global team of operational business partners supporting global business operations across the US and Africa, managing COVID-19 response and transition to a fully-remote operating model.

• Led critical business continuity initiatives during the COVID pandemic, executing a complete remote transformation for all African operations in 3 weeks with zero revenue disruption.
• Unified disparate teams into a cohesive global organization through strategic change management, restructuring reporting lines, and implementing cross-functional processes.
• Designed and implemented an asset disposal strategy and BYOD framework that supported remote work while maintaining operational excellence and information security.
• Architected an advanced operational automation framework with ticket routing logic and cross-system integration that improved first-contact resolution rates by 19%.
• Developed a custom operational command center providing real-time visibility into health metrics, team performance, and system utilization for executive decision-making.
• Led organizational stabilization efforts, coaching managers and individual contributors through significant change while maintaining high performance during a period of uncertainty.

Led operations teams responsible for Andela operations, focused on providing seamless, efficient, and scalable processes to meet the company's hyper-growth needs (4x in two years), while reducing operating costs by 15%.

• Led organizational restructuring from a decentralized to centralized operations model, achieving $800K savings while standardizing service delivery across six international locations.
• Collaborated with leaders to develop a unified client experience framework, standardizing service offerings that drove a 15% upsell improvement through consistent delivery excellence.
• Implemented data-driven optimization strategies in procurement and real estate management, achieving 10% cost savings ($250K in real estate alone) across Africa locations.
• Managed complex stakeholder coordination, including 350+ software developers, during organizational restructuring across Nigeria, Kenya, and Uganda.
• Generated 98% employee satisfaction through technology-enabled internal service optimization frameworks and strategic process improvement initiatives.
• Leveraged strategic data analysis to optimize resource allocation (real estate, operating cash) and improve processes (reduced lead times, quicker response), enabling efficient scaling.
• Executed complex market entry strategy, leading a cross-functional team (finance, talent, recruiting, IT, ops) to launch the Andela Kigali Office within a three-month timeline.
• Built a global travel operations framework, centralizing functions across the US, Nigeria, Kenya, Ghana, and Uganda to support 650+ travelers, achieving +50 NPS and $196K cost savings.
• Developed strategic partnerships with international embassies, achieving 95% US visa approval rates through systematic relationship management and process optimization.