“Serve God and my family, continue to learn to better support clients, stakeholders and my community.”
Juan Aceituno is a seasoned executive leader with two decades of impactful experience in the global BPO industry, renowned for his unwavering dedication to operational excellence, people development, and sustainable business growth. Over the course of his career, Juan has earned a reputation as a purpose-driven leader who combines strategic vision with a grounded, service-first mindset. His professional journey is characterized by a consistent focus on transforming challenges into opportunities, nurturing high-performing teams, and generating tangible value across a broad range of industries—including technology, healthcare, and finance.
Born and raised in Guatemala, Juan’s career took root at TELUS International, where he climbed the ranks from frontline agent to Account General Manager, thanks to his relentless drive, hands-on leadership, and deep operational expertise. His early exposure to customer-facing roles instilled in him a profound understanding of client needs and frontline realities. It was this grassroots foundation that enabled him to lead with empathy and authenticity, while building systems and structures to deliver exceptional service at scale.
As his responsibilities grew, so did his impact. Juan managed operations across diverse verticals, including fintech services, mass retail, telecommunications, and cutting-edge AI platforms. His strategic oversight extended to client portfolios involving global brands such as Google, TikTok, and Avon. These roles required both operational finesse and cross-cultural sensitivity, which Juan navigated with grace—especially while leading initiatives in markets like the US, Canada & China plus emerging economies like El Salvador and his native Guatemala.
At TELUS International, Juan has been instrumental in overseeing business-to-business (B2B) programs spanning customer service, sales, loyalty, technical support, and collections. His leadership style is grounded in data-driven decision-making, yet profoundly human-centered. He is particularly proud of spearheading GenAI integration into customer experience workflows for a major social media client, ensuring innovation was both scalable and ethically sound. In each transformation initiative, Juan’s focus has been on driving long-term value for clients while creating environments where teams can thrive.
Juan’s commitment to excellence extends beyond metrics and margins. As a Lean Six Sigma Green Belt and recipient of multiple internal honors—including “LSS Sponsor of the Year” and “Passion for Growth” from the TELUS BCX Summit—he has demonstrated his ability to champion process improvement and continuous learning at every level of the organization. He sponsors impactful quality projects and fosters a culture where feedback, collaboration, and accountability fuel innovation and performance.
A natural mentor, Juan invests deeply in coaching emerging leaders and building cohesive, empowered teams. He has led initiatives under the Connections Mentorship program for women leaders, where he was recognized as the most time-invested mentor for his ongoing guidance to future leaders. His belief in servant leadership isn’t just theory—it’s embedded in every coaching session, team huddle, and client meeting. Juan views leadership as a responsibility to uplift others while anchoring every decision in integrity and faith.
Juan holds a Bachelor’s and a Master’s degree in Business Administration from ESI School of Management, further complemented by credentials in Lean Six Sigma and executive SCRUM methodology. His education fortified the strategic acumen that underpins his daily work—bringing a balance of analytical thinking and agile execution to every initiative he leads. With his background spanning both traditional business operations and forward-looking AI and tech adoption, Juan thrives at the intersection of legacy systems and digital evolution.
Bilingual in English and Spanish, Juan is adept at building bridges across cultures, geographies, and corporate layers. Whether working with executive clients in North America or leading operational teams in Latin America, he brings a calm, clear, and collaborative communication style that fosters trust and alignment. His global exposure has given him a nuanced understanding of diverse markets, particularly within emerging economies where he believes innovation and talent can truly flourish when given the right leadership.
Outside of his professional life, Juan is a family man and passionate mentor who finds joy in soccer, fitness, and personal development. He lives by a personal motto that reflects his values: to serve God, prioritize family, and always contribute meaningfully to his community. His career, marked by both resilience and generosity, is a testament to his belief that success is measured not only in results, but in the lives one touches along the way.
Today, Juan is exploring opportunities to serve on corporate and advisory boards where he can bring his operational expertise, cross-cultural leadership, and strategic mindset to support organizations—particularly in the health, technology, and finance sectors. His goal is to contribute his deep industry knowledge to help companies grow responsibly, adapt intelligently, and lead with heart in a rapidly evolving global landscape.
Character:
Juan exemplifies integrity in both leadership and execution, consistently aligning decisions with his core values of service, family, and faith. His team members and colleagues trust him not only for his expertise, but for his humility, loyalty, and authenticity. He is a role model who leads by example and uplifts those around him with encouragement, respect, and genuine care.
Knowledge:
With 20 years of experience across multiple sectors, Juan possesses a deep and nuanced understanding of BPO operations, customer experience, and process improvement. His knowledge is both broad and specialized, covering everything from workforce planning to AI transformation. His educational background and certifications further enrich his ability to bring well-informed, future-focused insights to complex challenges.
Strategic:
Juan is a strategic thinker who balances long-term vision with disciplined execution. He has successfully navigated large-scale transitions, optimized global operations, and led innovation efforts that generated measurable ROI. His strategic guidance has not only driven business continuity during global crises, but has also positioned teams for scalable, sustainable growth.
Communication:
Juan’s bilingual fluency and global mindset allow him to communicate effectively across cultures, industries, and executive levels. He is known for his clarity, empathy, and ability to foster open dialogue—whether coaching a team member or presenting to a client boardroom. His communication style builds alignment, trust, and collaboration wherever he leads.
