Jordach Makaya
Team Lead, Engineering Operations — team management & software delivery
Casablanca, Morocco·+212 6 29 95 59 44·[email protected]·github.com/jordachmakaya·linkedin.com/in/jordachmakaya
Profile
A hands-on people manager with over 10 years leading teams in Morocco (up to 24 people), and a backend engineer who designs and operates his own B2B SaaS platforms as micro-services and APIs (TypeScript, NestJS, PostgreSQL). I organise the work, recruit, onboard and grow teams, with a clear preference for stability and retention. Experienced coordinating remote stakeholders (France, Canada, United Kingdom, United States, Africa) and driving performance through concrete, measurable action plans.
Key skills
- Hands-on management: work organisation, task allocation, workload tracking
- Operational HR: onboarding, feedback, performance follow-up, upskilling
- Recruitment & retention: assessment, integration, turnover management
- Remote coordination with teams and clients in France and internationally
- Software delivery: micro-services, APIs, CI/CD, quality, observability
- KPI-driven management and continuous process improvement
Experience
- Management and performance follow-up for a 13-advisor team: KPIs, quality call monitoring, debriefs and individual coaching.
- Action plan on the expert-referral rate: from 30% to 27% team average (client target: 25%), focused on durably stabilising the metric.
- Host quarterly webinars with the French client: quality results, alignment on expectations and business rules.
Previously at Teleperformance (2022–2025): Complaints Advisor – complex cases (2024–2025) · Insurance Advisor – water-damage claims handling (2022–2024).
Software studio run alongside my day role, extending projects started in 2021.
- Design and operate B2B SaaS platforms as micro-services and APIs: TypeScript, NestJS, PostgreSQL, Redis/BullMQ, Kafka.
- Delivery practices: CI/CD, Docker, OpenTelemetry, tests and quality gates; 3 open-source npm packages; Shokunin, AI coding-agent governance.
- Led an industrial CAPEX/OPEX feasibility study for a lithium battery value chain in the DRC: Mn, Ni, Co and Li refineries, a cathode-precursor plant and a solid-state cell plant.
- Coordinated an international network of industrial partners from mine to battery production (USA, UK, Canada, Ukraine, DRC, South Africa, Zambia), identified and engaged through direct outreach.
- Ran meetings, synchronised information needs across stakeholders, and carried out field work (mining sites, road logistics).
- Pitched to investors: 2 rounds of favourable meetings, backed by a major law firm.
- Ran the Moroccan branch of a prospecting centre for the Canadian market, paired with a partner in Canada who closed the sales: daily remote coordination.
- Managed up to 24 people (30 seats). Built a retention model: a stable core of 18 people with rotation limited to 6 seats.
- Recruitment, onboarding, training and upskilling; ~50 pre-sales per advisor on average, up to 41% conversion.
- Set up tooling: VoIP telephony (Asterisk), CRM, call recording for quality control.
IT Account Manager, CLARA (2007–2009) · Sales Lead, call centre CALLINOUT (2005–2007) · IT Technician, Ofis Compute (2003–2004).
Technical environment
TypeScript · Node.js · NestJS · REST & GraphQL · micro-services · PostgreSQL · Redis · Kafka · Docker · GitHub Actions · GitLab CI · OpenTelemetry · Linux
Languages & education
French: native · English: intermediate, comfortable presenting and explaining technical subjects.
Project management · Statistics · Data methodologies
Selected work
Shokunin·Simuligne·git-operator·INDEX-AI·Published developer tools