Joel Hager
311 S Gordon Rd SW, Mableton, GA 30126 | 302-533-8295 | joel@your-next-hire.me
Professional Summary
Strategic operations and business operations leader with 7+ years of proven success in multi-state program management, team leadership, and operational excellence. Expert in scaling organizations, optimizing processes, and driving measurable growth across diverse industries including financial services, healthcare technology, and community management. Demonstrated ability to manage 60+ team members across 6-state regions while delivering consistent results through data-driven decision making and stakeholder relationship management.
Work Preferences: Remote work preferred | Hybrid considered | On-site within 25 miles of Mableton, GA | Target compensation: $96K+ based on experience
Leadership & Strategic Operations
Regional Program Manager (Regional Venture-Coordinator)
The Organized Play Foundation, Atlanta, GA | 2020 – Present
- Multi-State Operations: Manage 60+ team members including senior coordinators across multiple locations in the 6-state region (VA, WV, TN, NC, SC, GA), coordinating strategic initiatives with national leadership.
- Operational Excellence: Drive significant growth in program participation and engagement metrics through strategic planning and process optimization.
- Performance Improvement: Maintain significantly reduced operational cancellation rates (30.41% to 20.92%) through enhanced scheduling systems and team engagement strategies.
- Event Management: Lead complex multi-day operations managing concurrent activities with large participant groups and staff members, maintaining no major operational failures.
- Data-Driven Leadership: Implement comprehensive feedback systems and performance tracking using Google Workspace, generating actionable insights for continuous improvement.
- Team Development: Successfully promoted through organizational ranks while continuing to build and mentor high-performing teams across multiple geographic regions.
Core Competencies
Strategic Leadership: Multi-state operations, team development, stakeholder management, succession planning
Operations Management: Process optimization, resource allocation, performance metrics, quality assurance
Technical Systems: Google Workspace, Jira, Confluence, ServiceNow, data analysis, reporting systems
Project Management: Cross-functional collaboration, risk mitigation, change management, compliance monitoring
Industry Knowledge: Financial services, healthcare technology, community engagement, emergency response
Communication: Executive reporting, training development, conflict resolution, customer relationship management
Education & Certifications
• Coursework: Information Science (Widener University), Communications (University of Delaware), and Justice, Law & Society (American University)
• ITIL Foundations (V3) Certification – Service Management
• FCC Restricted Radiotelephone Operator License
• CERT Emergency Response Training – City of Smyrna, GA
• CPR/AED Certification
Professional Experience
Senior Product Delivery Associate
JPMorgan Chase, Atlanta, GA | July 2022 – October 2025
- Cross-Functional Leadership: Collaborated with product managers, engineers, and business leaders to ensure stable delivery of financial technology products while managing regulatory compliance requirements.
- Risk Management: Identified and resolved delivery blockers, managed complex dependencies, and advocated for resource alignment achieving consistent project delivery timelines.
- Process Development: Created standardized change management processes meeting enterprise compliance standards, resulting in clean regulatory outcomes during tenure.
- Stakeholder Relations: Built strategic relationships across all organizational levels, improving stakeholder satisfaction through proactive communication and issue resolution.
Technical Systems Consultant
Mission Staff for Teladoc Health, Remote (Mableton, GA) | March 2021 – July 2022
- Healthcare Systems Administration: Managed Team Support platform and Sales Demo environment, implementing solutions that improved issue tracking and incident resolution significantly.
- Technical Support Excellence: Provided comprehensive technical support to sales teams, enhancing system reliability and customer satisfaction in a healthcare technology environment.
- Quality Assurance Leadership: Led testing initiatives ensuring system stability and reliability, supporting successful product demonstrations and customer onboarding.
- Process Optimization: Streamlined technical support workflows, reducing response times and improving user experience across multiple platforms.
Lead Service Management Analyst
Amtrak, Sandy Springs, GA | May 2016 – September 2020
- Enterprise Operations: Led Tier 2 support for 400+ mission-critical software applications serving 20,000+ employees nationwide, maintaining 24/7 operational availability.
- Technology Transformation: Spearheaded team-wide migration to ServiceNow ITSM platform, optimizing ticket management workflows and reducing escalation resolution times significantly.
- Service Excellence: Partnered with service owners to redesign onboarding procedures and operational processes, significantly improving service desk performance metrics.
- Team Leadership: Mentored junior analysts and coordinated cross-team initiatives, ensuring consistent service delivery standards across the organization.
Key Achievements & Recognition
- Regional Promotion: Advanced to highest volunteer leadership role (Regional Venture-Coordinator) managing 6-state operations with 60+ team members.
- Operational Excellence: Achieved the first post-pandemic era Tier 1 convention status in the Appalachian Region, demonstrating strategic program rebuilding and resilience leadership.
- Growth Leadership: Delivered 183% increase in convention table participation while maintaining quality standards and reducing operational inefficiencies.
- Cross-Industry Success: Demonstrated adaptability and expertise across transportation, healthcare, financial services, and community management sectors.
- Emergency Preparedness: CERT-trained emergency responder combining professional risk management with community service leadership.
Technical Proficiencies
- Project Management: Jira, Confluence, ServiceNow, Agile methodologies, change management frameworks
- Data & Analytics: Google Workspace (Sheets, Forms, Drive), performance dashboards, reporting systems, metrics tracking
- Systems Administration: Multi-platform environments, database management, customer support platforms, CRM integration
- Compliance & Risk: Financial services regulations, healthcare privacy protocols (HIPAA), emergency response procedures, audit preparation