Leadership at PITON-Global
Award-Winning BPO Executives Guiding Outsourcing Success in the Philippines
Decades of hands-on BPO leadership power our approach. Our executive team brings proven operational insight and real-world experience to help clients make confident, high-impact outsourcing decisions.
Our Leadership Philosophy
We believe outsourcing only succeeds when business strategy, operational reality, and supplier capabilities are tightly aligned.
Having personally built and managed top-performing Philippine BPO operations, we view outsourcing not as a short-term procurement exercise, but as a long-term strategic partnership that directly impacts:
- Customer experience and loyalty
- Operational efficiency and scalability
- Risk, compliance, and resilience
- Overall business performance
Our leaders have overseen large-scale customer experience, technical support, digital operations, and back-office programs across multiple industries. This gives us a unique perspective on what truly drives performance, efficiency, and sustained competitive advantage.
We are not lead generators, brokers, or marketplace operators. We are BPO operators turned strategic advisors—offering an insider’s view of the Philippine outsourcing ecosystem that very few consulting firms can match.
What Makes PITON-Global’s Leadership Different
Decades of Proven Operational Leadership
Our leadership team includes a former senior executive from the world’s largest contact center and one of the most experienced, multi-awarded leaders in the Philippine BPO industry.
Deep domain expertise across industries
We have overseen outsourcing programs in:
- Financial services and fintech
- Healthcare and healthtech
- Insurance and insurtech
- E-commerce and retailtech
- Technology and SaaS
- Telecom and utilities
- Travel, logistics, media, and information services
Vendor Strategy from the Inside Out
We bring unrivaled knowledge of the local vendor landscape and service capabilities, built from operating in the Philippines since the industry’s inception in 2001. Over that time, we have frequently partnered with — and competed against — leading providers across the market.
Proven global track record
Our leaders have supported outsourcing engagements in 30+ countries and advised on over US$1 billion in BPO contracts.
Methodology trusted by Fortune 500s
Our vendor-agnostic sourcing and selection framework has been refined through decades of high-stakes decisions for enterprise and mid-market clients.
Leadership Team
JOHN MACZYNSKI – Chief Executive Officer
John Maczynski is a seasoned BPO executive with more than 40 years of global outsourcing leadership experience. He has operated and advised in over 30 countries, including the Philippines, and has been involved in contact center and BPO engagements worth well over US$1 billion.
Before co-founding PITON-Global, John spent over 20 years in executive roles at the world’s largest contact center organizations, where he built and led large-scale CX, sales, and back-office programs for some of the world’s most recognizable brands.
As CEO of PITON-Global, he brings deep operational credibility, disciplined vendor strategy, and strong C-level relationships to every engagement. John knows outsourcing from the inside: he has designed, launched, and governed top-performing programs himself.
Areas of Expertise:
- Customer experience and contact center operations
- Global vendor strategy and commercial negotiation
- Performance governance and KPI frameworks
- Large-scale outsourcing transformation
- Risk management and global delivery models
Industry Focus in the Philippines:
- E-commerce and retail
- Financial services and fintech
- Healthcare and healthtech
- Insurance and insurtech
- Information services and media
- Telecommunications and technology
- Life sciences, pharma, and biotech
Career Highlights:
40+
20+
US$1B+
20+
Client Speaks
“John exudes the highest level of consultative professionalism… I highly recommend partnering with him and PITON-Global.”
— Shannon Burch, VP Customer Experience, Neo Financial
CEO Insight: The Strategic Value of Philippine CX Outsourcing
Digital commerce is a game of inches where margins are everything. The most successful brands are obsessed with optimizing every step of the customer journey to reduce friction and cost. They understand that outsourcing customer service to the Philippines is not about delegating tasks—it’s about embedding a world-class operational engine into their business. It’s about scaling exceptional customer service, streamlining complex workflows, and strengthening brand trust without losing focus on the core mission: building a beloved brand.
John Maczynski, CEO, PITON-Global
RALF ELLSPERMANN – Chief Strategy Officer
Ralf Ellspermann is an award-winning outsourcing executive with more than 25 years of call center and BPO experience in the Philippines. Since 2001, he has helped startups, scaleups, and Fortune 500 companies design, migrate, and scale contact center and back-office operations with top-tier Philippine providers.
Ralf has been a featured speaker at major global BPO and CX conferences, including NASSCOM, the International Outsourcing Summit, and the Asia BPO Summit. His work has earned multiple awards for leadership, innovation, and customer service excellence.
At PITON-Global, Ralf focuses on solution design, operating model architecture, and vendor alignment—ensuring that clients are paired with providers capable of delivering measurable, long-term performance.
Industry Focus in the Philippines:
- Technology and software
- Travel, hospitality, and traveltech
- Fintech and financial services
- Energy and utilities
- Social media platforms and digital ecosystems
- Super apps and marketplace platforms
- Real estate and proptech
- Education and edtech
Career Highlights:
25+
7
12+
13+
Client Speaks
“Working with Ralf and the PITON-Global team was one of the best decisions we made during our outsourcing journey to the Philippines… They helped us build long-term strategic partnerships.”
— James Gianfriddo, SVP Global Outsourcing, TSYS
A Combined Leadership Impact You Won’t Find Anywhere Else
PITON-Global’s leadership blends strategic consulting insight with real-world operational experience. We have personally built, scaled, and governed world-class outsourcing programs in the Philippines.
This allows us to guide clients through:
- Vendor strategy, sourcing, and selection
- Operational design, migration, and transformation
- Performance governance, benchmarking, and optimization
- Risk management, compliance, and long-term scaling
We know what works in Philippine outsourcing—and what doesn’t. Our clients benefit from decades of lessons learned applied directly to their strategy.
Core Leadership Competencies
- End-to-end outsourcing strategy and roadmap design
- Vendor landscape analysis and best-fit shortlisting
- RFP strategy, commercial modeling, and contract negotiation
- CX, technical support, and back-office operating model design
- AI-enabled and data-driven outsourcing models
- Global service delivery governance and KPI optimization
- Risk, compliance, data security, and BCP alignment
- Performance transformation and scalability planning
Our Mission
Why Clients Trust Our Leadership
Real-world proof
Decades of transforming large-scale CX and back-office operations.
Vendor-agnostic advisory model
We represent no provider—only the client’s interests.
Deep local insight
Embedded in the Philippine BPO ecosystem since 2001.
Executive-level engagement
Senior leaders stay involved from strategy to launch and beyond.
Integrity and transparency
Honest guidance, clear communication, lasting partnership.
Strategic precision & risk mitigation
Data-driven diligence that minimizes outsourcing risk.
Outsourcing is complex. Great leadership makes it simple. That’s the standard at PITON-Global.
Advisors Who Have Built and Scaled Global BPO Operations
Our leadership team brings decades of hands-on experience designing, launching, and optimizing outsourcing programs across the Philippines—guiding you with clarity and confidence.