Experience that delivers results.

The challenge

A growing gift-card distribution business needed more than commercial momentum. It required an operating backbone capable of supporting a large product catalog, national retail partners, physical inventory, and the financial risk of live stored-value products.

Joel’s role

• Led end-to-end product and operating execution while expanding through Sam's Club, BJ's, and Costco.
• Built processes, partner coordination, and operational controls to manage 1,100+ products across 1,600 retail locations.
• Introduced inventory visibility and a repeatable liquidation workflow, embedding disposition into the product lifecycle.
• Used Voice of the Customer feedback to inform operating and product decisions as the business scaled.

The challenge

A healthcare business was managing implementations and daily requests through overlapping roles, email, and fragmented tracking. Account managers were carrying responsibilities outside their core functions, limiting capacity and obscuring ownership.

Joel’s role

• Separated Project Management and Operations into distinct functions with defined roles, decision rights, and accountability.
• Expanded delivery capacity so client-facing roles could return focus to account growth.
• Designed a QuickBase platform connecting CRM data, project intake, assignments, and operations queues in one workflow.
• Standardized governance, documentation, and operating processes across teams.

The challenge

A fraud-control platform had been paid for but left unused for more than two years. The business was absorbing unnecessary expense while remaining exposed to risk, and the legacy pricing model would have raised the monthly cost to $35,000.

Joel’s role

• Reviewed the contract, operating requirements, and projected usage to distinguish essential capabilities from unnecessary cost.
• Reframed the commercial discussion and negotiated a pricing structure aligned to actual needs.
• Led the operational launch of fraud-monitoring for thousands of end customers.
• Strengthened the control environment with tighter alerts, exposure limits, reporting, and automated shutoff concepts.

The challenge

Following an acquisition, the company needed to retire a third-party incentive-card arrangement and migrate 15,000+ cardholders. Funds and account balances had to be reconciled, communications had to meet payment-network requirements, and customer service had to transition without disruption.

Joel’s role

• Established cross-functional coordination across clients, payment networks, technology, finance, analytics, and customer service.
• Directed planning for card artwork, eligibility, balance reconciliation, account closures, check issuance, and required communications.
• Maintained execution discipline around external deadlines and dependencies.
• Integrated the customer-service migration to deliver a larger service pool and online access.