Jonathan Means Email & Phone Number

Working with organizations across the staffing industry ecosystem to imagine, create and deliver "top box" satisfaction to all of its stakeholders; associates, applicants, front line personnel and leadership.

Co-founded Total Triage (2012) and led organization through acquisition of TeleMed and rebranding to CareXM. Steered the 500-person CareXM team through its 1st year of integration. Rebuilt operations for scale, replaced sales leadership, restructured the sales and marketing organization, and revamped the financial and HR infrastructure. My Contributions Include:§ Refilled the pipeline and positioned CareXM to end 2020 with positive growth and EBITA despite a challenging economic period.§ Directed the organization through the challenges of Covid-19 by creating a virtual contact center operation, transitioning 70% of the patient advocates (agents) to work from home.

Tacoma, Wa, Us

I led the People Management division of TrueBlue, a leading provider of specialized workforce solutions, helping clients improve growth and performance by providing staffing, workforce management, and recruitment process outsourcing. The $750M division was made up of 4 business entities. Led divestiture of one business and the assimilation of a new acquisition while driving change management within the ~500 employee organization and spearheading leadership restructuring for optimal performance. My Contributions Include:§ Successfully led largest business unit through the loss of its key customer representing 35% of revenue. Restructured organization, rebuilt moral, re-energized sales and marketing, and made changes to leadership, which enabled sustained profitability.

Milwaukee, Wisconsin, Us

I was recruited to apply operational centralization experience to drive future digital strategy and define efficiencies for centralization. Spearheaded process and technology strategic imperatives across diversified organizations including client implementations, divisional operations managers, supplier management and business analytics. Directed new front office project, deploying new candidate applications and web sites. My Contributions Include: § Reviewed 3rd party solutions to replace the company’s legacy software system. Advised 20 – 25 in the implementation and business analytics team in defining future operating model and relevant measures for new solutions.

I was brought on board to collaborate with the partners of this software development and consulting organization focused on contact center infrastructure design and management with practice focus on staffing companies. Designed a technology roadmap for contact center and application infrastructure. My Contributions Include: § Aligned with Manpower National Accounts and Manpower Contact Center Practice to develop a growing and diversified mix of contact center staffing clients.§ Co-founded Total Triage in 2012 and remained involved as a strategic contributor and member of Board of Directors prior to joining the organization as CEO in 2019.

Troy, Michigan, Us

One of my greatest achievements was conceptualizing, designing and launching Kelly Services’ new business line, Contact Center Outsourcing, utilizing emerging trend of home-based advisors. Established recruiting, training and service delivery processes for general staffing and professional and technical staffing. Built the outsourced “home agent” business from zero to over 1,000 individuals. Secured new relationships with Fortune 50 clients, such as GM, eBay, Johnson & Johnson, and Apple.My Contributions Include:§ Grew business from start up to $75M annualized revenue. Established a profitable new business, delivering twice the return on sales of the traditional business units. The business line is currently one of the largest and most profitable segments at Kelly Services.§ Sold and managed a 175-seat contact center project for GM, which delivered a 50% net-profit margin.§ Won and operated an 800-seat seasonal contact center project for Apple, earning a contract as home agent outsourcer for Apple. Grew relationship from a 200-seat home advisor Tier 1 customer service outsourcer to over 1,000 advisors, including Tier 2.

Troy, Michigan, Us

I spearheaded design, development and launch of a new Kelly division within U. S. Operations, a centralized recruiting and shared services hubs/operations to improve service and lower the cost of servicing the largest, most complex customer staffing relationships. Centralized key operations that were non-strategic and built plan for managing key accounts in order to relieve branch operations of demanding, lower-margin strategic accounts. My Contributions Include:§ Reduced operating expenses by 33%, resulting in a $5M savings. Built 4 regional operating centers for consolidating customer service and recruiting.§ Transitioned the largest, most strategic global account from local field management into central operations for service delivery.

Troy, Michigan, Us

During this time, I was enlisted to oversee 1 of 3 general staffing divisions within Kelly Services U.S. Operations. Budgeted, forecasted and managed P&L targets for the $750M business. Directed 3 Vice Presidents overseeing 40 regions in operating priorities and developing and maintaining relationships with key clients. Served on the President’s Council, engaged in strategic planning. My Contributions Include:§ Conceived and wrote initial business plans for KellyConnect plans and Central Operations, which would become critical company-wide initiatives.

Troy, Michigan, Us

I was selected to oversee 8 of U.S. Operations largest markets; Chicago, Detroit, Philadelphia, Boston, New York, Atlanta, Washington D.C., and Baltimore. Led a team of 8 regional Vice President’s in reaching $350M in revenue, advising on operational excellence, sales and business development strategies. My Contributions Includes:§ Improved overall gross profit of the division by 40 basis points.

Troy, Michigan, Us

In 2001, I was tapped to navigate this niche staffing business unit through challenges of a deep recession. Sustained ~$200M in revenue by streamlining recruiting operations, reducing expenses, and expanding customer base and servicing to OEMs and non “Big Three” organizations. My Contributions Include:§ Established an alliance with a Japanese staffing company focused on servicing automotive suppliers. Relationship was critical in securing a business opportunity with Toyota.§ Emerged from recession with 25% more operating profit as a percent of sales, positioning the unit to grow back and exceed pre-recession revenue.

Troy, Michigan, Us

After serving as a Senior Director and Director of US Corporate Accounts for Kelly Services, I was promoted to establish and drive sales operating practices and processes within this newly established division. Collaborated with sales leadership in defining targets and growth strategy for this $1B portfolio and participated in key client and prospect sales.

Ba, Interdisciplinary Studies

Mba, Master Of Business, Financial Emphasis