Joe Thomas MBA, MS, PMP
Columbus,OH
Summary
Technical Program Manager with 6+ years of experience leading enterprise technology initiatives and scaling HubSpot-driven lead generation and live chat platforms. Architected and optimized a customer engagement ecosystem that generated an average of $10M in year-over-year revenue growth through improved lead capture, conversion strategy, and CRM automation. Lead and develop a team of 7 Project Managers while partnering cross-functionally with product, engineering, and executive leadership to deliver scalable, revenue-driving technical solutions.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Technical Program Manager
Qualivis
Columbus, OH
01.2020 - Current
- Led governance and optimization of the HubSpot live chat platform capturing 4,000+ new inbound leads annually, driving approximately $8M–$10M in year-over-year contract revenue.
- Managed and developed a team of 7 Project Managers overseeing 10+ active workflow enhancements and CRM optimizations to improve lead qualification, routing accuracy, and revenue conversion.
- Increased qualified lead conversion rates to 18–20% by improving intake logic, routing workflows, and cross-functional alignment between marketing, sales, and operations.
- Designed and maintained 40+ automated workflows and routing rules, reducing manual processing by 30% and accelerating lead response times by 20%.
- Implemented executive dashboards tracking lead volume, 25–30% qualification rates, 95%+ SLA adherence, and revenue attribution, strengthening forecasting accuracy and pipeline visibility.
Technical Account Manager
Robert Half
Columbus, Ohio
03.2019 - 01.2020
- Managed a $1M+ annualized portfolio of technical staffing accounts, serving as the primary client contact and supporting steady revenue performance.
- Partnered with hiring managers to deliver IT and engineering talent solutions, facilitating 15–20 successful placements.
- Improved intake coordination and pipeline tracking, contributing to stronger recruiter alignment and reduced time-to-fill.
- Utilized CRM and ATS systems to monitor revenue, placement metrics, and account performance.
Supply Chain Account Manager - Steel Processing
Worthington Industries
Columbus, Ohio
12.2017 - 03.2019
- Conducted market intelligence and forecasting for accounts.
- Managed supply chain process for Clients; including logistics scheduling and delivery.
- Coordinated integrated planning for material flow and inventory.
- Facilitated face to face presentations for clients.
Business Development Manager
Sprint
Columbus, OH
03.2017 - 11.2017
- Oversaw and managed territory sales pipeline.
- Negotiated business terms and contracts.
- Prospecting, cold-calling, and generating new sales leads.
Business Account Manager
Verizon
Columbus, OH
01.2016 - 03.2017
- Prospecting, cold-calling, and generating new sales leads.
- Responsible for a Territory consisting of 400 existing customers.
Supervisor - Business and Government Operations
Verizon
Columbus, OH
04.2014 - 01.2016
- Coached, trained, and motivated a large customer service team.
- Facilitating large team trainings and new product/service roll outs.
- Responsible for project inception and deployment of projects focused on increasing efficiencies/customer satisfaction.
Supervisor - Technical Support
Verizon
08.2012 - 04.2014
- Coaching, training, and motivating a large Technical Support team.
- Facilitating multiple technical trainings/projects on new products/services to staff.
- Utilization of Lean Six Sigma techniques in relation to project life cycles.
Education
The Johns Hopkins University -
MS Analytics & Geospatial Analysis
05.2024
Capella University
MBA
01-2012
Youngstown State University
BA Sociology
01-2008
Certification
- Certified Scrum Master, Scrum Alliance, 001125457
- Change Management Specialist, Management & Strategy Institute, 21707965
- Six Sigma Black Belt, Management & Strategy Institute, 21350433
- Six Sigma Lean Black Belt, Management & Strategy Institute, 22721033
- Certified Junior Project Manager, IAPM, J6EWYKX7BR51
- Stanford Certified Project Manager, Stanford University, 06005194
- Project Management Professional, Project Management Institute, 2980198
Timeline
Technical Program Manager
Qualivis
01.2020 - Current
Technical Account Manager
Robert Half
03.2019 - 01.2020
Supply Chain Account Manager - Steel Processing
Worthington Industries
12.2017 - 03.2019
Business Development Manager
Sprint
03.2017 - 11.2017
Business Account Manager
Verizon
01.2016 - 03.2017
Supervisor - Business and Government Operations
Verizon
04.2014 - 01.2016
Supervisor - Technical Support
Verizon
08.2012 - 04.2014
The Johns Hopkins University -
MS Analytics & Geospatial Analysis
Capella University
MBA
Youngstown State University
BA Sociology