Rethinking Operations: COO Mindset, Empathy, and Trust with Gonzalo Arenas

In this episode of Emotional Business, Olga Skipper speaks with Gonzalo Arenas, VP of Operations at Dunia, about the evolving role of operations in startups and the human side of building sustainable businesses. Drawing on his bicultural upbringing and diverse career, Gonzalo shares how pragmatic idealism shapes his approach to leadership, trust, and team-building. He offers a grounded look at what it truly means to operate at scale — balancing empathy with efficiency, and adaptability with structure. This conversation is a masterclass in what modern operations and leadership demand today: low ego, high transparency, and continuous learning. This conversation explores: How Gonzalo’s upbringing shaped his pragmatic idealism Why operations play a crucial role in long-term business success The importance of adapting to the needs of the company as a COO Building trust through low ego and high transparency Using empathy to understand and connect with stakeholders Why choosing the right CEO to partner with is critical The value of hands-on experience in small teams Continuous learning as the foundation of effective leadership Knowing when and how to implement process How asking insightful questions adds real value For founders, leaders, and operators alike, this episode is a reminder that operations isn’t just about execution — it’s about alignment, empathy, and trust. https://www.linkedin.com/in/gonzaloarenas/  Book mentioned in the episode https://store.darrenhardy.com/products/the-compound-effect