About Otman
I help tech companies design and deploy production-grade AI systems that deliver measurable business impact — not just proofs of concept.
I've led the end-to-end build of LLM-powered intent detection and AI agent systems for customer issue resolution at scale. This covered the full stack: intent classification architecture, RAG pipeline design, prompt engineering, manual and automated evaluation frameworks, golden dataset creation, and continuous experimentation cycles — generating €20M+ in business impact through cost reduction, automation rate uplift, and improved customer satisfaction.
My approach follows best-in-class production deployment principles — eval-driven iteration, human-in-the-loop quality control, and tight feedback loops between model performance and business outcomes.
I partner with scale-ups and tech companies to take AI from idea to production: scoping the right use case, building robust evaluation infrastructure, and operationalizing systems that actually hold up at scale.
Spanish
Native or bilingual
English
Native or bilingual
French
Native or bilingual
Remote only
Primarily works remotely
Experience
- UberProgram Lead - Product, Operations & AnalyticsTECHJanuary 2021 - Today (5 years and 5 months)Amsterdam, Netherlands
- Designed and launched an LLM-powered intent detection chatbot and AI agent system to automate customer issue resolution at scale globally
- Built the full system end-to-end: intent classification architecture, RAG pipeline design, prompt engineering, manual and automated evaluation frameworks, golden dataset creation, and continuous experimentation cycles
- Defined and tracked core production metrics: automation rate, containment rate, CSAT, and agent handle time
- Drove $12M in annual cost savings by automating post-order customer support processes
- Boosted automation rates by 11% and cut agent handle time by 50% through second-layer support automation
- Executed 5 A/B experiments optimising user flow, fraud detection, and incentive strategies — resulting in 10% increase in high-value eater engagement and ~30% improvement in customer satisfaction
- Saved $2M annually by optimising merchant operations and chargeback processes
- Led cross-functional squads of up to 12 across Product, Ops, Engineering, Analytics, Legal, and Finance
- FintonicProduct & Operations ManagerDIGITAL AND ITJanuary 2020 - November 2021 (1 year and 10 months)Madrid, Spain
- Fintonic is a fintech that provides users with a personal finance management app, offering services such as personal lending, budgeting or personalised advice.
- Developed and led the data strategy to identify synergies in marketing investments, resulting in a 5% reduction of cost of acquisition
- Successfully led the end-to-end development and launch of a new Point Of Sale product, enabling merchants to offer loans to their customers and increasing revenue by 10%.
- Boosted cross-selling revenue by 15% in just four months by implementing a strategy combining financial services, insurance, and telco offerings, driving product diversification.
- Managed the strategy and operations for multiple business lines (lending, insurance, advertising, telco, and energy), ensuring smooth execution and growth across sectors.
- Built and maintained over 30 strategic partnerships with banks, fintech startups, and financial institutions, expanding the company's network and business opportunities.
- Led a 10-member cross-functional team across product development, business intelligence, growth, and operations.
- Axon.PartnersStrategy ConsultantCONSULTING AND AUDITSJanuary 2017 - August 2020 (3 years and 7 months)Madrid, SpainAxon Partners Group is a global strategy consulting firm, operating in 5 continents, with TMT sector specialisation.
- Designed and implemented Bottom-Up Financial & Costing Models for four major telecom operators, driving cost efficiency and enabling informed pricing strategy formulation.
- Led an evaluation of the Middle Eastern telecom market for a National Authority, providing strategic insights that influenced successful implementation of 5G strategies in two GCC countries.
- Assessed the financial and operational viability of infrastructure sharing models in the MEA region, resulting in operational cost savings for telecom operators.
- Conducted in-depth data analysis on telecom operator operations, delivering key insights that guided strategic decision-making.
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Education
- BSc & MSc in General EngineeringÉcole Centrale2017BSc & MSc in General Engineering
- BSc & MSc in Industrial Technologies EngineeringUniversidad Politécnica de Madrid (ETSII)—----------------------------------------Sept.2012BSc & MSc in Industrial Technologies Engineering