- Own the 3-week training to 3-week nesting bridge, supporting multiple “waves” of new hire agents into production.
- Design and refine coaching frameworks (Wins → Opportunities → Plan of Action, What / Why / How / Expectation) for SMEs and trainers.
- Build and manage performance dashboards tracking weighted conversion, security attach, utilities, and attrition risk.
- Partner with leadership to align performance expectations, track trends, and turn insights into coaching and process updates.
- Support SMEs with structure, feedback, and role clarity to improve nesting outcomes and graduation rates.
Now live at stack3.tech 🚀
Building high-performing teams, scalable systems, and now cloud-powered projects.
I’m a remote Program & Operations leader with a background in sales performance, call-center “nesting” programs, and coaching. I’m actively pivoting into cloud and AI, starting with hands-on AWS projects like this site.
Quick Snapshot
- 📍 Remote (US)
- 🎯 Program / Nesting Manager
- 📊 Performance & Operations focused
- 🧠 CompTIA Security+
- ☁️ Studying AWS AI Practitioner
About
I’ve spent the last several years leading remote sales teams and running a full “nesting” program — the bridge between training and production — for new call-center agents. That means balancing people, performance, and process: coaching agents and SMEs, building frameworks, and using data to actually drive improvement, not just track it.
I’m now applying that same mindset to cloud and AI. I enjoy breaking messy systems into simple flows, building playbooks, and using tools like AWS to make work more efficient and transparent. This site is my first public AWS project — hosted on S3, delivered with CloudFront, secured with ACM, and wired up to a custom domain I manage end-to-end.
Jon Johnson — Program & Operations Leader, building systems and moving into cloud.
Skills
Program & Operations
Program Management
Operations Strategy
Process Improvement
Change Management
Cross-functional Collaboration
Leadership & Performance
Team Leadership
Coaching & Development
Training & Enablement
Performance Metrics & Dashboards
Goal Setting & Accountability
Cloud & Technical
AWS S3 & CloudFront
Static Website Hosting
Linux (Mint)
Command Line & Automation
Security+ Fundamentals
Experience
- Led remote sales teams focused on internet, cable, and utility products with aggressive conversion goals.
- Coached agents on probing, hesitation handling, and structured product recommendations to lift close rates.
- Used daily/weekly performance reviews to identify “will vs. skill” gaps and build targeted coaching plans.
- Partnered with operations and training to tighten call flows and improve new-hire ramp time.
Projects
AWS Static Resume Site @ stack3.tech
Built and deployed this resume site as a hands-on cloud project. The goal was to understand the full path from local development to a secure, production-ready website.
- Configured an IAM user and AWS CLI on Linux Mint for secure, non-root access.
- Created a public S3 bucket with static website hosting and appropriate bucket policies.
- Requested and validated an ACM SSL certificate via DNS records on Namecheap.
- Provisioned a CloudFront distribution in front of S3, attached the certificate, and wired it to
stack3.tech. - Managed domain and DNS (email via Proton, DNS via Namecheap, hosting via AWS).
Nesting Performance Framework
Designed a structured framework for evaluating agents from training through nesting, focusing on both performance outcomes and retention.
- Defined clear graduation criteria and performance tiers based on weighted conversion and behavior metrics.
- Created templates for EOD summaries, 1:1 coaching, and SME expectations to standardize support.
- Used data to identify high performers, at-risk agents, and trends in hesitation handling and call flow.
Certifications
- CompTIA Security+ Active
- AWS Certified AI Practitioner (AIF-C01) In Progress
Contact
Open to conversations around remote program management, operations, performance leadership, and entry-level cloud / AI opportunities.
What I bring
- A track record of building structure where there isn’t any.
- Experience turning performance data into practical coaching and process changes.
- A genuine interest in cloud, AI, and using tech to make teams more effective.