Jessica Hoffman is a seasoned Senior Consultant with The Northridge Group, specializing in customer experience and contact center operations. She brings deep expertise in operational leadership, team performance, and process improvement, helping clients strengthen execution and achieve measurable results.

In her current role, Jessica leads contact center assessments and performance initiatives that drive measurable improvements in customer satisfaction and efficiency. She excels at fostering collaboration, strengthening team dynamics, and implementing strategies that enhance both objective and behavioral Key Performance Indicators (KPIs).

Before joining The Northridge Group, Jessica held leadership roles in call center operations within managed healthcare and retail organizations, where she managed large teams, achieved KPI targets, and executed improvement plans to elevate the customer experience.

Jessica holds a Bachelor’s degree in Psychology and a Master’s degree in Leadership Development. She is also a certified Six Sigma Black Belt Professional, reflecting her commitment to process excellence and continuous improvement.