Joe Ward
Contact Center & CX Executive Lead at The Northridge Group- Claim this Profile
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Topline Score
Bio
Amy Dotson
I had the pleasure of working with Joe for more than 9 years at Sage. Joe is a clear, decisive leader responsible for driving many key initiatives at Sage. We collaborated specifically on demand driver reduction and self-service adoption. Joe is a terrific collaborator and we saw great success with our self-service adoption with 105k page view per weekday in our communities and 307k page views per weekday in our KB. We were largely successful due to the processes that were put in place to address call drivers and increase adoption. Throughout the years Joe was not just a great colleague but became a great friend. If you want to add somebody to your team that has great leadership, driven, and experienced, Joe would be the perfect addition to your team.
Karen Mortham
I’ve had the opportunity to work with Joe on diverse projects within Sage over the past 12 years. The majority of these projects relate to the integration of companies we acquired or separation of the businesses we divested. I often relied on Joe’s expertise with customer readiness to understand the impact of various process decisions. He has strong business savvy which has been valuable in solving cross functional operational issues. Joe always brings valuable insights and dynamic problem solving to the project team table. In addition, he was instrumental in keeping our campus’ customer support teams engaged in campus wide activities and active in giving back to our community through Sage Foundation.
Amy Dotson
I had the pleasure of working with Joe for more than 9 years at Sage. Joe is a clear, decisive leader responsible for driving many key initiatives at Sage. We collaborated specifically on demand driver reduction and self-service adoption. Joe is a terrific collaborator and we saw great success with our self-service adoption with 105k page view per weekday in our communities and 307k page views per weekday in our KB. We were largely successful due to the processes that were put in place to address call drivers and increase adoption. Throughout the years Joe was not just a great colleague but became a great friend. If you want to add somebody to your team that has great leadership, driven, and experienced, Joe would be the perfect addition to your team.
Karen Mortham
I’ve had the opportunity to work with Joe on diverse projects within Sage over the past 12 years. The majority of these projects relate to the integration of companies we acquired or separation of the businesses we divested. I often relied on Joe’s expertise with customer readiness to understand the impact of various process decisions. He has strong business savvy which has been valuable in solving cross functional operational issues. Joe always brings valuable insights and dynamic problem solving to the project team table. In addition, he was instrumental in keeping our campus’ customer support teams engaged in campus wide activities and active in giving back to our community through Sage Foundation.
Amy Dotson
I had the pleasure of working with Joe for more than 9 years at Sage. Joe is a clear, decisive leader responsible for driving many key initiatives at Sage. We collaborated specifically on demand driver reduction and self-service adoption. Joe is a terrific collaborator and we saw great success with our self-service adoption with 105k page view per weekday in our communities and 307k page views per weekday in our KB. We were largely successful due to the processes that were put in place to address call drivers and increase adoption. Throughout the years Joe was not just a great colleague but became a great friend. If you want to add somebody to your team that has great leadership, driven, and experienced, Joe would be the perfect addition to your team.
Karen Mortham
I’ve had the opportunity to work with Joe on diverse projects within Sage over the past 12 years. The majority of these projects relate to the integration of companies we acquired or separation of the businesses we divested. I often relied on Joe’s expertise with customer readiness to understand the impact of various process decisions. He has strong business savvy which has been valuable in solving cross functional operational issues. Joe always brings valuable insights and dynamic problem solving to the project team table. In addition, he was instrumental in keeping our campus’ customer support teams engaged in campus wide activities and active in giving back to our community through Sage Foundation.
Amy Dotson
I had the pleasure of working with Joe for more than 9 years at Sage. Joe is a clear, decisive leader responsible for driving many key initiatives at Sage. We collaborated specifically on demand driver reduction and self-service adoption. Joe is a terrific collaborator and we saw great success with our self-service adoption with 105k page view per weekday in our communities and 307k page views per weekday in our KB. We were largely successful due to the processes that were put in place to address call drivers and increase adoption. Throughout the years Joe was not just a great colleague but became a great friend. If you want to add somebody to your team that has great leadership, driven, and experienced, Joe would be the perfect addition to your team.
Karen Mortham
I’ve had the opportunity to work with Joe on diverse projects within Sage over the past 12 years. The majority of these projects relate to the integration of companies we acquired or separation of the businesses we divested. I often relied on Joe’s expertise with customer readiness to understand the impact of various process decisions. He has strong business savvy which has been valuable in solving cross functional operational issues. Joe always brings valuable insights and dynamic problem solving to the project team table. In addition, he was instrumental in keeping our campus’ customer support teams engaged in campus wide activities and active in giving back to our community through Sage Foundation.
Credentials
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Getting Things Done
LinkedInJan, 2020- Oct, 2024 -
Change Management Foundations
LinkedInApr, 2019- Oct, 2024 -
Certified Support Manager (CSM)
Service Strategies
Experience
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The Northridge Group
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United States
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Business Consulting and Services
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1 - 100 Employee
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Contact Center & CX Executive Lead
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Dec 2021 - Present
A proven leader, I have over three decades of experience helping clients achieve CX excellence in the Contact Center. I prioritize building positive, long-lasting relationships fostered on trust and confidence while providing actionable insights into product readiness, Contact Center management, operations management, business development, client retention, and strategic account support. A proven leader, I have over three decades of experience helping clients achieve CX excellence in the Contact Center. I prioritize building positive, long-lasting relationships fostered on trust and confidence while providing actionable insights into product readiness, Contact Center management, operations management, business development, client retention, and strategic account support.
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Vice President | Senior Director
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Jan 1994 - Present
I am an experienced Senior Leader with a demonstrated history of working in the Computer Software, Technology and FinTech Industries. Skilled in Customer Experience, Customer Support & Service, Sales, Customer Insights & Readiness, Workforce Management, Professional Services, Data Center, Software Industry, and Management. Strong professional dedicated to leading teams focused on the Customer. I am currently open to new opportunities. I can be reached through LinkedIn or at… Show more I am an experienced Senior Leader with a demonstrated history of working in the Computer Software, Technology and FinTech Industries. Skilled in Customer Experience, Customer Support & Service, Sales, Customer Insights & Readiness, Workforce Management, Professional Services, Data Center, Software Industry, and Management. Strong professional dedicated to leading teams focused on the Customer. I am currently open to new opportunities. I can be reached through LinkedIn or at josephbrianward@gmail.com. Show less I am an experienced Senior Leader with a demonstrated history of working in the Computer Software, Technology and FinTech Industries. Skilled in Customer Experience, Customer Support & Service, Sales, Customer Insights & Readiness, Workforce Management, Professional Services, Data Center, Software Industry, and Management. Strong professional dedicated to leading teams focused on the Customer. I am currently open to new opportunities. I can be reached through LinkedIn or at… Show more I am an experienced Senior Leader with a demonstrated history of working in the Computer Software, Technology and FinTech Industries. Skilled in Customer Experience, Customer Support & Service, Sales, Customer Insights & Readiness, Workforce Management, Professional Services, Data Center, Software Industry, and Management. Strong professional dedicated to leading teams focused on the Customer. I am currently open to new opportunities. I can be reached through LinkedIn or at josephbrianward@gmail.com. Show less
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Sage
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Australia
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Media Production
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Director, Global Support Readiness, WFM, Telephony and CCaaS
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Dec 2016 - Nov 2021
Promoted to provide leadership to establish standardization and best practices for Support Readiness and Workforce Management (WFM) in support of 2500+ call center employees that supported 3M customers in 16+ countries. Served as Interim VP of Customer Services for AME with responsibility for 520 colleagues in first half of 2021. Managed a multi-million dollar indirect budget. Reported to VP Global CS Operations. ► Identified root causes and developed customer solutions resulting in… Show more Promoted to provide leadership to establish standardization and best practices for Support Readiness and Workforce Management (WFM) in support of 2500+ call center employees that supported 3M customers in 16+ countries. Served as Interim VP of Customer Services for AME with responsibility for 520 colleagues in first half of 2021. Managed a multi-million dollar indirect budget. Reported to VP Global CS Operations. ► Identified root causes and developed customer solutions resulting in reduced assisted support demand significantly, improved Net Promoter Score substantially, and achieved multi-million dollar annual cost savings. ► Introduced a global communication process that eliminated related incidents reducing propensity to call. ► Successfully launched CCaaS into NA, UK, Ireland, Africa, Middle East and France providing increased global visibility. ► Worked in cross-functional collaboration with Sales, Product Management, and Product Development to develop a readiness plan prior to any software release ensuring a seamless lunches and other product events. ► Implemented digital first support for legacy products increasing productivity and increasing CSAT. ► Managed global incidents with security and performance impacting customers improving response significantly. ► Led due diligence, acquisition, and integration of GoProposal & Fairsail for Customer Service.
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Director, Global Support Readiness, Digital Services Online Experience, Social Care
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Nov 2015 - Dec 2016
Reported to VP of Global Operations, with sole responsibility to establish standardization and best practices for Support Readiness and Digital Support including knowledge, community and social in support of 4000 call center employees in Asia Pacific, South Africa, Middle East, United Kingdom, Ireland, France, Iberia and North America. Managed multi-million dollar indirect budget. Managed a team of 17 of senior representatives and senior analysts. ► Successfully launched three Global… Show more Reported to VP of Global Operations, with sole responsibility to establish standardization and best practices for Support Readiness and Digital Support including knowledge, community and social in support of 4000 call center employees in Asia Pacific, South Africa, Middle East, United Kingdom, Ireland, France, Iberia and North America. Managed multi-million dollar indirect budget. Managed a team of 17 of senior representatives and senior analysts. ► Successfully launched three Global SaaS products without incident. ► Launched a lead generation program resulting in multi-million dollar sales revenue in year one. ► Delivered award winning social care and online experience globally contributing to over 300K daily page views.
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Director, Portfolio Management (acting Director Support Readiness)
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Dec 2014 - Nov 2015
Reported to EVP NA Customer Experience with responsibility for numerous transformation projects focused on improving Customer Experience and increasing efficiency through process improvement, best practices, technology transformation and global collaboration. Represented Customer Support and Customer Experience on the Global M&A Team. ► Successfully led due diligence, acquisition, and integration of Paychoice for Customer Service. ► Delivered 7x24 Global Support for a new product in… Show more Reported to EVP NA Customer Experience with responsibility for numerous transformation projects focused on improving Customer Experience and increasing efficiency through process improvement, best practices, technology transformation and global collaboration. Represented Customer Support and Customer Experience on the Global M&A Team. ► Successfully led due diligence, acquisition, and integration of Paychoice for Customer Service. ► Delivered 7x24 Global Support for a new product in 28 days.
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Director, North America Customer Service
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Dec 2012 - Dec 2014
Reported to the SVP, NA Support and Learning Services. Managed a team of 150 Customer Service Analysts in three countries including USA, Canada and the Philippines with responsibility for a multi-million dollar budget supporting all NA products and some global products. • Standardized processes in three countries and 11 offices resulting in reduced calls from 1 million to 380k in two years. ► Reduced transfers significantly and outsource cost substantially. ► Improved escalation… Show more Reported to the SVP, NA Support and Learning Services. Managed a team of 150 Customer Service Analysts in three countries including USA, Canada and the Philippines with responsibility for a multi-million dollar budget supporting all NA products and some global products. • Standardized processes in three countries and 11 offices resulting in reduced calls from 1 million to 380k in two years. ► Reduced transfers significantly and outsource cost substantially. ► Improved escalation process resulting in a sizeable reduction in the first year. ► Increased major account retention by 14%. ► Created CSAM role to support major accounts reducing churn considerably.
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Director, Customer Support & Services / Customer Service Manager
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Apr 2010 - Dec 2012
Reported to VP and General Manager of Sage Employer Solutions Division, with responsibility for a sizeable budget supporting a large multi-million dollar business. Provided leadership for Customer Support, Partner Support, Technical Services and Learning Services, while also representing North America on the Digital Support, Lead Generation and New Technology Teams. ► Delivered best peak season on record with sizeable reduction in calls. ► Introduced a two-monitor configuration for… Show more Reported to VP and General Manager of Sage Employer Solutions Division, with responsibility for a sizeable budget supporting a large multi-million dollar business. Provided leadership for Customer Support, Partner Support, Technical Services and Learning Services, while also representing North America on the Digital Support, Lead Generation and New Technology Teams. ► Delivered best peak season on record with sizeable reduction in calls. ► Introduced a two-monitor configuration for Support Analysts increasing productivity, was adopted globally. ► Implemented a chat support channel at Sage creating a new way to assist customers. ► Managed Technical Services and Learning Services Teams, focused on reducing customer effort. ► Reduced propensity to call substantially. ► Partnered with two other Directors to standardize NA Communities & Social Support, which was adopted globally. ► Built trust and accountability with Business Partners to succeed together reducing their calls.
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Kaseya
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United States
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Software Development
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700 & Above Employee
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Regional Sales Manager
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Aug 2009 - Apr 2010
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Numara Software
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Germany
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Business Consulting and Services
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Technical Account Executive
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Mar 2009 - Aug 2009
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Spatial Networks
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Community Services
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Business Development
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Apr 2008 - Jan 2009
Develop new business opportunities with State and Local Government including Home Health and & Law Enforcement to increase productivity and reduce errors associated with Field Data Collection by leveraging state of the art technology. Develop new business opportunities with State and Local Government including Home Health and & Law Enforcement to increase productivity and reduce errors associated with Field Data Collection by leveraging state of the art technology.
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CA
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United States
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Arts & Crafts
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Sales
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2004 - 2008
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Sterling Research Group
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United States
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Market Research
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1 - 100 Employee
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Director of IT & Operations
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1997 - 2002
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Education
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University of Manitoba
Community
