Location: Cartagena, Colombia
Compensation range discussed (USD): $2,000 - $2,800
Operations Manager with 11+ years of experience predominantly focused on US-based clients across SaaS, BPO, and Real Estate/Property Management (100+ rental units). He excels in operational transformation, having built structured systems from scratch that drove customer ratings from 3.2 to 4.4 stars and found $104K in operational losses. Brian has led teams of up to 30 agents and managed cross-functional groups overseeing 80+ client accounts. His expertise covers KPIs (CSAT, NPS, SLA), revenue optimization (RevPAR, ROI analysis), and technology implementation, including ClickUp, Zapier, Salesforce, and AI tools for automation and reporting. Highly effective in streamlining workflows and ensuring business outcomes align with client success.
→11+ years partnering with US businesses (SaaS, BPO, PropTech), specializing in operations and client acquisition, driving revenue growth and high service standards for American tech, travel, and staffing sectors.
→Directed operations for 100+ short-term rental units, managing P&L, dynamic pricing, revenue optimization (AirDNA/Zillow), maintenance, marketing, and legal compliance.
→Identified and mitigated $104K USD in operational and unregistered losses within 6 months by establishing robust KPI tracking.
→Led teams of up to 30 agents and oversaw 80+ high-value client accounts (SaaS, Staffing), focusing on growth and retention.
→Improved customer ratings from 3.2 to 4.4 stars; expert in optimizing critical metrics, including SLA, CSAT, NPS, Review Average, Cancellation Rates, RevPAR, and ROI
→Technologist Certificate in Design and Integration of Mechatronic Automation | Servicio Nacional de Aprendizaje (SENA) (2018)
→ Bachelor's Degree in Industrial Engineering | Fundación Universitaria Tecnológico Comfenalco Cartagena (2016)
→EF SET English Certificate 70/100 (C1 Advanced) | EF SET (2024)
→Google Workspace (Sheets, Docs, Drive, Calendar) | Expert (8+ years): Reporting, Data Analysis, Team Collaboration
→Analytics & SEO (GA4, Search Console, SEMrush, Ahrefs, Looker Studio) | Expert (7 years): SEO Dashboards and Reporting
→Slack | Expert (5 years): Main Communication Hub for Remote Teams
→CRM Systems (HubSpot, GoHighLevel, Salesforce) | Advanced (5 years): Pipeline Management, Client Communications, Task Automation
→Project Management (ClickUp, Asana, Monday.com) | Advanced (4 years): Cross-functional Project Management, Sprint Planning, Automation Setups
→Notion | Advanced (3 years): SOPs, Project Tracking, Workflow Documentation
→Automation Tools (Zapier, Make/Integromat) | Advanced (3 years): Workflow Automations (Slack, Sheets, Notion)
→Property Management Tech (Hostify, Breezeway, PriceLabs, AirDNA) | Advanced (3 years): Pricing, Scheduling, and Performance Tracking
→Financial/Billing Systems (Zoho Books, HubSpot) | Intermediate (3 years) : Invoicing, Expense Tracking, Client Billing
→AI Tools (ChatGPT, OpenAI APIs) | Advanced (2 years): Automated Reporting, Content Generation, Data Summaries
This video from our screening interview provides a look into Brian's background and his experience.
○PropTech & Rental Unit Management: Directed end-to-end operations for 100+ short-term rental units and managed booking/tenant relations for a portfolio of 13–15 properties, ensuring high occupancy and P&L optimization.
○Revenue & Optimization: Expert in dynamic pricing, income tracking, and expense reports, utilizing tools like AirDNA, Zillow, and specialized financial models to adjust rates based on seasonality and market demand.
○Guest Experience Mastery: Successfully improved customer ratings from 3.2 to 4.4 stars and achieved 5/7 Super Host accounts on Airbnb by managing all aspects of guest communication, check-in/out, and efficient problem resolution.
○Property Lifecycle Oversight: Managed comprehensive property maintenance, coordinated urgent repairs, conducted quality checks, and ensured full legal compliance with local laws, safety regulations, and Airbnb standards.
○Strategic Marketing: Drove property visibility and competitiveness through compelling listings, professional copywriting, and market research/competitor analysis.
○High-Volume Team & Account Management: Led operational and service teams of up to 30 agents (Teleperformance) and managed cross-functional SEO/Customer Success teams overseeing 80+ high-value client accounts (LinkGraph).
○Bilingual, Multi-Industry Focus: Supported over 200 customer service representatives for U.S.-based clients in travel and tech (Teleperformance) and delivered growth and retention results for U.S. business owners in staffing and home services.
○Key Performance Indicator (KPI) Focus: Consistently drove improvements across critical metrics, including SLA, CSAT, NPS, Review Average, Cancellation Rates, RevPAR, and ROI.
○Operational Process & KPI Implementation: Successfully introduced and established performance-based KPIs and standard operating procedures (SOPs) for operational teams, creating a measurable cost control framework.
○High-Impact Financial Mitigation: Leveraging the new KPI frameworks, identified and mitigated $104K USD in operational and unregistered losses within a 6-month period, protecting business profitability.
○Cross-Functional Strategy & Resolution: Managed emergency resolution, oversaw maintenance ticket lifecycles with vendors, and directed collaboration across Dev, Content, and Design teams to resolve website issues impacting rankings.
○AI & Data-Driven Proficiency: Highly skilled in leveraging cutting-edge technology and data for strategy, with expertise in key operational tools like OTTO, Search Atlas, Salesforce, ClickUp, Hostify, and Hubspot.
○0-to-1 System Creator Mindset: Demonstrated proficiency in building operational structure from zero. Specifically highlighted success in a previous startup where he created KPIs, dashboards, workflows, and Standard Operating Procedures (SOPs) from raw data, resulting in a significant improvement in customer review average (from 3.2 to 4.4).
○Automation Leadership & Implementation: Identified workflow flaws as an "opportunity to fix something." He successfully led the adoption of advanced tools like ClickUp and Zapier and personally developed approximately 80% of the automations for his team, proving a hands-on approach to scaling efficiencies.
○Sector and Market Exposure: Possesses strong foundational experience across key verticals: AI/SaaS (managing proprietary software and training clients) and Real Estate (managing 100+ properties and handling 80+ marketing accounts for US clients in real estate and software services).
○Motivation and Cultural Fit: Expressed high motivation for the high-growth, fast-paced environment inherent to a startup, noting he enjoys the "rush" of being constantly active and resolving issues.
○Metrics and Team Leadership: Measures team performance using customer-centric metrics, prioritizing NPS, CSAT, Churn Rate, and response time. He has experience managing teams ranging from 10 agents plus 2 managers up to a large interdepartmental structure.
