20 years. Measurable results. AI-first.
I transform support organizations through data, AI, and people-first leadership. From $5B e-commerce platforms to Series C startups, I've built the infrastructure that lets companies scale without sacrificing the customer experience.
Every leader has a resume. Few have a track record that speaks this clearly.
Built N8N-powered AI agents at Sauce. Drove 20% efficiency gains via AI workflows at Tovala. Holds an AI Certificate from Section School. This isn't a trend he's chasing — it's how he operates.
Reduced contact rates by 40% at Tovala through Explore, Looker, and SQL-powered analysis. He doesn't guess — he measures, then acts. His decisions come with receipts.
Managed 500% company growth at Tovala while holding 90%+ CSAT. At Grubhub, his specialized teams drove chain restaurant revenue from $0 to $50M while managing 2,650+ team members. He designs infrastructure, not band-aids.
At Stats Perform, unified on-shore and off-shore teams across 5 time zones. Reduced escalation times by 25%. Complexity at scale is where he's most comfortable.
Four Tovala team members promoted outside support. Five internal promotions at Grainger. Dozens promoted through his Growth Mindset culture at Grubhub. He develops the person, not just the function.
CS degree from DePauw. Built API monitoring platforms and technical escalation paths. Josh converses equally well with engineers and executives — a genuine bridge builder.
This page was built using Claude Code — an AI coding assistant — to create a production-ready, fully interactive website complete with a live AI agent that knows Josh's background. That's the exact ROI mindset Josh brings to every team.
Four principles refined over 20 years of building teams that sustain performance without constant oversight.
Josh builds teams by helping individuals find their domain — the thing they can own, master, and be recognized for. At Grainger, he transformed an inherited team into company-wide experts on Grainger.com. At Grubhub, he scaled that approach through managers and team captains. When people have clear ownership and a growth path, individual performance compounds into team success.
Metrics are lagging indicators. The behaviors, processes, and experiences that produce them are what a leader should focus on. Address root causes — broken workflows, unclear expectations, misaligned incentives — and the numbers follow. His litmus test: if you can't step away from your dashboard for a day without things falling apart, you haven't built the right system.
Josh's approach to underperformance starts with a question: "What would you do to fix this?" Instead of prescribing solutions, he redirects people into problem-solving and ownership. This comes from 13 years of baseball coaching — you can't punish people into success. The people who embrace this become his strongest contributors, growing from agents into senior managers.
Adding metrics, priority labels, and notifications without building the underlying workflow just creates data nobody can act on. Josh focuses on designing systems where agents know what matters, when it matters, and what to do about it — so that escalation becomes the exception, not the operating model.
"The numbers follow the behaviors."
Not headcount economy. Measure team capacity by how effectively people leverage AI.
Architect systems expecting AI to need access — REST APIs, microservices, open data layers.
Not piecemeal AI. A coherent strategy beats a collection of disconnected experiments.
Modular, API-first, composable tools assembled for specific jobs — not monolithic platforms.
From CEOs to direct reports — here's what they have to say.
The best matches are mutual. Here's what lights Josh up.
50–100+ people. He thrives leading multi-layered orgs with managers, leads, and frontline teams.
Seat at the table — not just executing, but shaping strategy alongside product, engineering, and exec teams.
Company that embraces AI transformation as a strategic advantage, not a checkbox.
Culture that values growing people — not just hitting metrics. Where coaching is the operating model.
20 years across startups, global SaaS, and Fortune 500 e-commerce. Each stop left the operation measurably better.
This agent knows Josh's full background. Ask about his leadership approach, specific metrics, how he'd handle a challenge, or why he'd be a fit for your role.
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