Marsha Johnson

Background

About Marsha Johnson

AboutI’m an operations and experience strategist who brings clarity to complexity—designing workflows, leading teams, and elevating how service-based brands deliver value. With a background in high-volume operations and cross-functional execution, I specialize in solving messy, people-centered problems with structure, focus, and integrity.I’m currently pursuing a Doctorate in Business Administration with a focus on Organizational Leadership, where I’m exploring how strategy, service delivery, and leadership intersect to inform high-impact customer experiences across industries. That work builds on a foundation of real-world problem-solving, from playbook creation and team alignment to operational improvement and customer experience design.I’m especially passionate about helping organizations deliver service that feels polished, intuitive, and brand-aligned. I'm exploring leadership roles in customer experience, program management, or operations, particularly within hospitality, luxury, lifestyle, or other industries where premium service is part of the brand promise. Skills & Strengths Operations Strategy Customer Experience Design Cross-Functional Collaboration Process Improvement Playbook & SOP Development Strategic Execution Service Design Thinking Stakeholder Engagement Team Enablement & Coaching Strategic Service Delivery