Jonathan Fonseca
Juncos,Puerto Rico
Summary
Results-driven Program Manager with 15 years of experience in market technology operations and digital transformation. Expert in enhancing operational KPIs and execution accuracy through strategic program leadership and stakeholder collaboration. Skilled in transforming enterprise strategy into actionable initiatives across Sales, Customer Care, Marketing, and Supply Chain.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Program Manager - Technology Operations
T-Mobile
08.2020 - 01.2026
- Led cross-functional technology operations programs across the Puerto Rico market, aligning enterprise strategy with field execution across Sales, Marketing, Supply Chain, Legal, and Business Analysis
- Acted as the primary market liaison between business and technical teams, converting operational and requirement needs into program and product inputs.
- Presented KPI performance, risk exposure, and readiness status, facilitating informed decision-making in executive operations reviews
- Influenced leadership decision to migrate from sunsetting digital architecture to a native next-generation platform at the market level
- Governed market KPIs and adoption metrics for digital workflows, driving visibility and accountability for T-Mobile T-Life app and Broadband services
- Increased T-Life workflow success rate from 3.8% to 72% through KPI monitoring, feedback loops, and execution adjustments
- Improved Add-A-Line digital workflow success from 0% to 47% through performance diagnostics and readiness-driven process corrections
- Increased Broadband address fabric accuracy by 68% and parsing success to 92% through targeted enablement and technical collaboration
- Partnered with enterprise AI teams to implement Next Best Action AI capabilities for the Business Sales channel
- Managed vendor relationships to align delivery schedules and ensure solution accuracy.
- Puerto Rico
Sales Operations Manager
T-Mobile
01.2018 - 08.2020
- Analyzed sales performance data to identify trends, informing strategic decisions
- Interpreted operational policies to improve field sales performance and profitability
- Streamlined operational processes through cross-team coordination, enhancing overall efficiency
- Identified workflow gaps, recommending system enhancements to improve operational effectiveness
- Supported cross-functional readiness efforts for operational and product changes
- Strengthened compliance through structured operational reviews and audits
- Coordinated operations in Puerto Rico
Sales Trainer
T-Mobile
05.2015 - 01.2018
- Facilitated product knowledge and sales readiness workshops to enhance team confidence and sales effectiveness
- Delivered systems and operational readiness training programs
- Developed bilingual new hire training materials (English/Spanish)
- Managed training completion for enterprise initiatives across multiple field locations, ensuring alignment with corporate standards
- Mentored frontline team members, fostering skills development and driving performance improvement
- Conducted training sessions in Puerto Rico to enhance employee skills
Education
Bachelor's Degree - Information Technology
Universidad del Turabo
Gurabo, Puerto Rico 05.2013 - 01/2015
Electrical & Electronics Engineering Studies -
Universidad Del Turabo
Gurabo, Puerto Rico 08.2005 - 01/2008
Skills
- Systems & Business Requirements Input
- Field Technology Enablement
- Program Delivery & Rollout Coordination
- Operational Readiness & Improvement
- Product Testing & Validations
- Workflow Gap Identification
- Adoption Acceleration
- Stakeholder Alignment
- Executive Communication
- Liaison Leadership
- Microsoft Office
- KPI Dashboards & Reporting
- Instabug
- SQL (Foundational)
- QGIS
- Generative AI Tools (Prompt Engineering, Operational Analysis Support)
- Citrix - CSM
Certification
- Generative AI: Prompt Engineering Basics, IBM, 2024
- Generative AI: Introduction & Applications, IBM, 2024
- Certified Project Management Associate, Ana G. Mendez University, 2021
Languages
- Spanish
- English, Professional Proficiency
- Spanish, Native
Tools And Platforms
- Microsoft Office
- KPI Dashboards & Reporting
- Instabug
- Workflow & Process Mapping
- SQL (Foundational)
- QGIS
- Generative AI Tools (Prompt Engineering, Operational Analysis Support)
- Citrix - CSM
Languages
English
Advanced
C1
Spanish
Proficient
C2
Accomplishments
PEAK Achievement - Accomplishment
T-Mobile PEAK Award is the company's highest level of recognition for top-performing employees who demonstrate exceptional results and embody company values.
Timeline
Program Manager - Technology Operations
T-Mobile
08.2020 - 01.2026
Sales Operations Manager
T-Mobile
01.2018 - 08.2020
Sales Trainer
T-Mobile
05.2015 - 01.2018
Bachelor's Degree - Information Technology
Universidad del Turabo
05.2013 - 01/2015
Electrical & Electronics Engineering Studies -
Universidad Del Turabo
08.2005 - 01/2008