Alisha “Ali” Joseph
Speaker · Contact Center Leadership · Operations · Team Building & Alignment · Founder
The leader is the strategy.
15 years leading support teams from the frontline up. Creator of PERFORM™. Speaking on what leadership really means in the age of AI.
Experience Across
Grubhub
Avant
Uber Freight
ShipBob
Invisible Technologies
Tovala
About
The leader who built frameworks from the frontline up.
Alisha “Ali” Joseph has spent 15+ years in contact center operations — and she has held nearly every seat along the way. She didn’t start at the top. She built her way there.
She has managed teams across multiple countries, built BPO partnerships from South Africa to Colombia to the Dominican Republic, and led a 60+ person global team through an AI rollout that broke SLAs — and the recovery that brought them back.
From that experience she built PERFORM™ and M2S™. Today she speaks, coaches, and writes on the one thing the AI conversation keeps missing: the leader.
From the frontline up.
Agent
Frontline
Team Lead
First team
Manager
Multi-team ops
Senior Manager
Global teams
Founder
Savvy Service Pro
15+ Years
Frontline to leadership
PERFORM™ & M2S™
Framework creator
Global Ops
Teams across countries
Founder
Savvy Service Pro
Speaking
Talks that reframe the conversation.
Featured Talk · Support Driven Summit NYC · Oct 2026 (Coming Soon)
Bridging the Leadership Gap in AI-Driven Organizations
Everyone is investing in the tools. Almost no one is investing in the leaders. This talk makes the case that in an AI-first contact center, leadership development isn’t a companion to your AI strategy — it is your AI strategy.
What Ali speaks on
Leadership in the AI Era
What real leadership looks like when the tools keep changing.
Building & Aligning Contact Center Teams
Building support teams that actually perform — aligned and engaged.
Turning Frontline Talent Into Leaders
Ali’s own story — and how to grow the leaders already on your team.
Performance Management That Works
The PERFORM™ framework for hybrid human-and-AI teams.
Mentorship vs. Sponsorship
The M2S™ model — moving your best people forward, not just coaching them.
Navigating AI Transitions
Rolling out automation without losing your people.
Women in Leadership
Leading from the ground up — authority, presence, and a path forward.
Conflict Resolution
Turning tension into trust and keeping teams intact under pressure.
Previously featured at the Support Driven Leadership Summit — Austin, TX (2025).
Media
Watch & listen.
“Leadership is a privilege, not a right.”
Recent podcast appearances:
The Human Protocol
Ep. 12 — Leading Human: Developing Leaders in the Age of AI
Growth Support
Ep. 52 — Being a Sponsor with Alisha Joseph
Next in Queue
Started from the Bottom featuring Alisha “Ali” Joseph
The KPI Podcast
How to Not Weaponize Metrics with Ali Joseph
Live Chat w/ Jen Weaver
Ep. 22 — Leading Through Layoffs: Building Teams When Budgets Shrink
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