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Johnatan Sánchez

@johnatansnchez

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Customer Experience leader building scalable CX systems, teams, and analytics to deliver consistently high CSAT.

Colombia

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What I'm looking for

I’m looking to lead a CX team where I can build scalable systems and analytics, connect process fixes to customer outcomes (CSAT/retention), and develop people through root-cause problem solving and continuous improvement.

I’m a Customer Experience leader with 4 promotions in 5 years at a growth-stage U.S. tech company, and I focus on delivering 97–100% CSAT by combining systems architecture with organizational psychology: trace the root cause, fix the process, and develop the people. I build the infrastructure and the team at the same time—especially in environments where neither exists yet.

As a Strategic Operations Manager at Bunny Studio (Nov 2023–Dec 2024), I drove a 19% CSAT improvement by channeling customer feedback through root cause analysis into corrective action plans. I deployed customer health monitoring systems in Metabase to track retention KPIs and flag operational breakdowns before customers felt them, while automating customer operations workﬂows with Zapier and Airtable to boost team productivity 50%.

Earlier at Bunny Studio (Apr 2022–Nov 2023), I streamlined customer onboarding with Zendesk automation—cutting onboarding time 50% and support ticket volume 30% without adding headcount. I built repeatable systems from scratch (SOPs, escalation protocols, hiring frameworks, performance standards), and I created a customer knowledge base with help articles, self-service guides, and Zendesk response templates to reduce repeat inquiries.

From 2019–2022, I progressed through Pro Operations and QC roles, improving first-contact resolution from 20% to 40% using Airtable and Trello, while managing omnichannel support operations with 90%+ CSAT and SLA excellence. I also led quality improvement that raised creator content quality 40%, and I’ve always grounded my work in continuous improvement—weekly data reviews, analytics-driven decision-making, and a culture of psychological safety and extreme ownership.

Experience

Work history, roles, and key accomplishments

Operations Manager

Rapido Talent

Jan 2025 - Nov 2025 (10 months)

Built the firm’s first talent acquisition systems, SOPs, and KPI frameworks from scratch, establishing a consistent, outcome-measured delivery standard for enterprise clients. Automated high-volume workflows with n8n and Notion and ran end-to-end QBRs, improving reporting structure and driving client retention and account expansion.

Customer Success Operations SOP Development KPIs N8n Notion AI Workflow Automation Account Management Customer Retention Strategy

Strategic Operations Manager

Bunny Studio

Nov 2023 - Dec 2024 (1 year 1 month)

Drove cross-functional operational improvements by translating customer feedback into root-cause corrective action plans, improving CSAT by 19%. Implemented customer health monitoring in Metabase to maintain 97–100% CSAT and deployed automated workflows with Zapier and Airtable, increasing team productivity by 50%.

Customer Experience Management Root Cause Analysis CSAT Customer Health Monitoring Metabase Zapier Airtable Process Optimization

Operations Manager

Bunny Studio

Apr 2022 - Nov 2023 (1 year 7 months)

Streamlined customer onboarding by automating Zendesk workflows, cutting onboarding time by 50% and support ticket volume by 30% without adding headcount. Built CX operations infrastructure from scratch (SOPs, escalation protocols, hiring frameworks) and improved operational efficiency through weekly data reviews and workforce capacity modeling.

Customer Onboarding SOP Development Customer Support Operations Metabase Continuous Improvement Workforce Planning Process Optimization

Pro Operations Lead (CX)

Bunny Studio

Sep 2021 - Apr 2022 (7 months)

Improved first-contact resolution from 20% to 40% by engineering repeatable customer interaction patterns and automating them with Airtable and Trello. Built Metabase-based operational analytics, delivering 15% efficiency improvements and shifting focus from ticket volume to customer success outcomes.

Customer Experience Operations First Contact Resolutions Airtable Trello Metabase Operational Analytics Process Automation Efficiency Improvement Customer Success Metrics

Pro Operations and QC Lead

Bunny Studio

Jan 2020 - Sep 2021 (1 year 8 months)

Managed omnichannel support operations across email, community, and ticketing for a global platform, achieving 90%+ CSAT and consistently exceeding SLA benchmarks. Led a quality improvement program that increased creator content quality by 40%, reducing complaint volume and improving creator retention through structured QA frameworks.

Omni Channel Support CSAT SLA Management Quality Assurance Root Cause Analysis Creator Content Quality Customer Retention

Quality Control Specialist

Bunny Studio

Jan 2019 - Jan 2020 (1 year)

Executed quality assurance protocols achieving 99% compliance with project standards by identifying systemic patterns in quality failures. Redesigned upstream intake processes to prevent recurring issues and improve overall delivery quality.

Quality Assurance Compliance Management Process Improvement Root Cause Analysis Intake Process Continuous Improvement Systems Thinking Operational Excellence