Jessica Hoffman

Jess advises leaders at every level of an organization, from senior executives and directors to managers and frontline leaders, on building coaching cultures where all people can flourish. She holds a sincere passion for the emerging leaders who champion frontline teams, believing it is here, where strategy meets execution and people meet purpose, that an organization’s employee and customer experience is truly defined. Her work centers on developing and implementing coaching and leadership programs, inspiring cultural change in alignment with an organization’s values, and creating the dialogue, connection, and collaboration that transform how leaders and teams grow together.

Jess’s career began in large-scale contact center operations, leading teams of 250 to 450 frontline employees across CareSource (healthcare) and Chewy (retail and pet pharmacy). Over more than 16 years, her work evolved from direct team leadership into consultancy and program leadership, most recently as Senior Project Lead at The Northridge Group, where she provided consulting, advisory, and coaching services to Fortune 100 and government clients navigating complex customer experience and contact center transformations across healthcare, retail, government, and financial services. Throughout, her experience has been rooted in operations, technology, and process innovation, with a consistent focus on the human side of change as the true driver of lasting results.

Jess holds a Master’s in Leadership Development with a concentration in Nonprofit Organizational Development from Saint Mary-of-the-Woods College and a Bachelor of Science in Psychology from Indiana State University. She is currently completing her Certified Personal and Executive Coach (CPEC) designation through the CaPP Institute.

Based in Louisville, Kentucky, Jess is passionate about yoga, health and wellness, and all things animals. She volunteers with the Compassion Consortium and gives her time to local horse barns and animal shelters.