“Measure Twice, Cut Once.”
Paulo Silva is a global customer experience, revenue growth, and business transformation executive whose career spans more than three decades leading commercial organizations across technology, business process outsourcing, customer engagement, and enterprise services. Having served in executive leadership roles on both the provider and enterprise buyer sides, Paulo offers boards a rare perspective on how organizations scale revenue, manage strategic vendor relationships, govern complex outsourcing ecosystems, and improve customer retention while leveraging AI enabled customer experience. His experience spans Fortune 500 enterprises and high growth companies, giving him the operational insight to help boards navigate growth, technology disruption, international expansion, and evolving customer expectations.
One of Paulo’s most distinctive strengths is his ability to evaluate customer experience and commercial strategy from every angle. As both a senior enterprise procurement executive and commercial leader, he understands how executive buyers evaluate risk, vendor performance, commercial agreements, operational execution, and long term partnerships. This balanced perspective enables him to contribute practical guidance on governance, enterprise risk, strategic sourcing, margin improvement, and sustainable revenue growth.
Earlier in his career at Dell Technologies, Paulo managed approximately $2 billion in global outsourced operating expenditures while overseeing strategic sourcing, supplier governance, contract negotiations, and worldwide partner relationships. He led global vendor consolidation initiatives that generated tens of millions of dollars in savings while strengthening operational performance and reducing enterprise risk. This experience remains one of the defining differentiators of his executive career and provides boards with valuable insight into procurement governance, third party risk management, and strategic partnerships.
Throughout his executive career, Paulo has consistently delivered measurable commercial results. As Chief Revenue Officer at Humach, he increased annual recurring revenue from $50 million to $123 million while expanding lead generation by more than 200 percent through AI enabled customer engagement strategies and enterprise sales execution. At Alorica, he managed a $564 million client portfolio, delivering sustained revenue growth, improved profitability, and customer satisfaction exceeding 90 percent. Earlier at Xerox, he doubled Latin American services revenue while significantly increasing average contract values and expanding the company’s regional presence.
Today, Paulo focuses on helping global enterprises modernize customer experience strategies, accelerate revenue growth, strengthen customer retention, and adopt AI enabled operating models that improve both customer outcomes and business performance. His work centers on practical execution, commercial discipline, and helping organizations navigate technology driven transformation without losing focus on the customer or the business fundamentals that drive long term success.
A multilingual executive fluent in English, Portuguese, and Spanish, Paulo has successfully led organizations across North America, Latin America, Europe, and Asia. His international experience enables him to guide companies through global expansion, multicultural leadership, and cross border business development while aligning diverse teams around common commercial objectives.
Paulo currently serves on the boards of Hill Country Community Ministries, the Austin Call Center Alliance, and the Lady Magic Basketball Association. His governance experience, combined with decades of executive leadership, positions him to contribute meaningful oversight in customer experience, revenue strategy, AI enabled transformation, vendor governance, international growth, enterprise partnerships, and operational execution.
An accomplished keynote speaker and industry thought leader, Paulo regularly shares insights on customer experience, artificial intelligence, global business, and commercial transformation. He brings a practical, relationship driven, and operator focused perspective to every boardroom, helping organizations simplify complexity, strengthen execution, and create sustainable enterprise value.
Outside of business, Paulo enjoys gardening and proudly supports his Dallas Cowboys. Guided by his philosophy of “Measure twice, cut once,” he believes disciplined preparation, sound judgment, and strong relationships remain the foundation of exceptional leadership and long term business success.
Character:
Paulo leads with integrity, accountability, and a practical leadership style grounded in real operating experience. He builds credibility through execution, develops strong relationships across organizations, and consistently places the long term success of customers, employees, and shareholders at the center of every decision.
Knowledge:
With more than thirty years of executive leadership, Paulo brings deep expertise in global customer experience, enterprise sales, AI enabled transformation, procurement, vendor governance, customer retention, revenue growth, and international business operations. His unique combination of buy side procurement leadership and sell side commercial execution provides boards with an uncommon perspective on enterprise strategy and governance.
Strategic:
Paulo helps organizations scale revenue, strengthen customer relationships, govern strategic partnerships, and navigate complex technology transformations. His experience across multinational enterprises and high growth companies allows him to identify practical solutions that improve commercial performance while reducing operational risk.
Communication:
A multilingual executive and experienced public speaker, Paulo communicates with clarity, confidence, and credibility across executive teams, boards, investors, customers, and global stakeholders. He translates complex commercial and operational challenges into actionable business strategies that align organizations around measurable results.
