Every thriving team has someone whose leadership quietly shapes its success. Leadership can inspire growth, nurture talent, and build a culture that endures. For Juan Paolo ‘JP’ Cuneta, leadership has always been about people, not processes.
When JP joined Booth in 2019, he led a small service desk team of just three analysts. Six years later, he became an Operations Manager, overseeing over 60 people across multiple IT disciplines.
For JP, growth hasn’t just been about moving up. It’s been about stepping into new challenges, learning through mentorship, and shaping a team culture built on trust and success.
After seven years in my previous job, I knew it was time for a change. When I came in for my interviews at Booth, what struck me right away was the people. Everyone genuinely seemed to enjoy being around each other, and there was this warmth in the way they connected that you don’t always see at work. Even the client interview felt more like a conversation than an interrogation. That’s when it clicked. This was where I wanted to build my career.
In 2020, our campaign started expanding fast. Suddenly, it wasn’t just service desk analysts anymore. We were bringing in engineers from different disciplines. I realized if the team was going to grow, I couldn’t stay in my comfort zone. I had to learn, adapt, and step up. That was when I knew I wanted to move into a bigger leadership role.
My first manager at Booth, Pearl Pugay, shaped who I am as a leader. Pearl is now the Director of People Success. She gave me the freedom to make my own decisions but called me out when needed. At one point, she reminded me that stepping in too much meant taking away my leads’ chance to grow. That lesson completely changed the way I manage. I learned that part of leading is letting others lead.
Honestly, the biggest ones for me were time management, communication, and decision-making. Time management was a tough one at first. There’s always more to do than hours in the day, so I had to figure out how to prioritize. Communication, too, became less about just sending updates and more about actually connecting with people so they feel supported and heard. Then, decision-making was the biggest lesson. I realized being a leader isn’t about getting everything right. It’s about having the courage to make a call, owning it, and learning from it when it doesn’t go as planned.
Letting go. In the beginning, I wanted to be part of every decision, but I learned pretty quickly that it just wasn’t sustainable. Honestly, it wasn’t fair to my team leads either. Once I started trusting them to make the calls, it not only took a huge weight off my shoulders, but it also gave them the room to step up and grow into strong leaders themselves.
It starts with being there. For me, leadership isn’t about hovering over people, it’s about being present, approachable, and willing to listen. I also make it a point to celebrate every win, big or small. Whether it’s someone stepping up for a teammate or getting recognized by the client, we take the time to acknowledge it. Those small moments of celebration go a long way in keeping the team motivated and connected. That mindset has produced tangible results: in 2025, my team achieved a 98% retention rate, and client feedback has been consistently positive. My team doesn’t just perform, they care.
One moment I’ll never forget was during a global cybersecurity update that caused some big outages. Instead of panicking, the whole team of analysts, engineers, and IT service management just pulled together. Everyone knew their part, and we kept things moving smoothly until everything was back up. For me, the best part wasn’t just that we solved the problem, but that the client saw how reliable the team was when it mattered most.
Don’t hold back. You’re stronger and more capable than you give yourself credit for. The tough parts will shape you in the best ways.
Stay open, keep learning, and remember that sometimes the smallest gestures, like asking someone how they’re doing, can have the biggest impact. Growth isn’t about going it alone. It’s about building it together with your team.
For me, it’s about growing without losing sight of what matters. Yes, you embrace change, new challenges, and bigger goals. But you also stay grounded in the values that made you stand out in the first place. That’s what Booth has done, and that’s how I try to lead every day.
JP’s story is proof that at Booth, growth isn’t just about scaling numbers. It’s about building people, leading with care, and creating impact that lasts across teams and the clients we support.
If you’re looking to scale operations quickly but worried about the impact on quality, control, and your internal culture, his story shows that you don't have to compromise your standards to grow. Contact us to start the conversation.