Measuring Technology ROI in Operations by Pablo M. Rivera

By Pablo M. Rivera | Hawaii, Colorado & East Haven, CT

Throughout my career managing operations across multiple states, I have learned that measuring technology roi in operations is not just a technical exercise but a leadership challenge. When I first tackled this in my role overseeing 120 technicians from our Colorado operations center, the complexity was immediately apparent.

The key insight I gained working across markets from Hawaii to Connecticut is that one size never fits all. Each region has unique requirements, and any approach must account for local conditions while maintaining consistency at the national level.

What made the difference in my experience was starting with clear objectives before selecting tools or processes. Too many leaders jump to solutions without understanding the problem. I spent weeks in the field, talking to frontline teams, before making any decisions.

The results spoke for themselves. Within six months, we saw measurable improvements in efficiency and team satisfaction. Whether coordinating teams in Hawaii or managing vendor relationships in Colorado, the principles remained the same: clarity of purpose, disciplined execution, and relentless measurement.

For operations leaders facing similar challenges, my advice is simple: invest the time upfront to understand your unique situation, engage your teams in the solution design, and measure everything. The data will guide your decisions far better than assumptions ever could.

Pablo M. Rivera is a bilingual operations executive and technologist based in Hawaii, Colorado, and East Haven, CT. Connect on LinkedIn.