“I dream big and then go forth to achieve what others say is not possible,” says Jonathan Shroyer. Jonathan is Arise’s Chief CX Innovation Officer. His ambition is to build a decentralized network of incredible talent that provides bi-directional benefit to both customers and talent.
Jonathan began his career as a phone support representative for Microsoft 95 and 98. Throughout his career, he has prioritized jobs (such as finance, operations, services, sales, marketing, and so on) that will help him advance to the position of CEO. Prior to being acquired by Arise Virtual Solutions, he worked at Officium Labs. “At my core, service has been in my DNA,” he says.
Below are the highlights of the interview conducted between Fortunes Time and Jonathan Shroyer:
Describe who you are as a person, inside and outside of the workplace.
I am the eldest son in a family of 12, with 7 sisters and 2 brothers, and we hail from the Texas backcountry. I am married to Kristen Kator, and we have a wonderful son, Andersen Shroyer. We have lived in London, SF, Boston, Seattle, and India. We have traveled to 20+ countries and enjoy new cultures and adventures. We are both active and enjoy yoga, basketball, and hiking. I am also an avid gamer and geek. I love numbers, and enjoy structures and networks that can provide value to society and business.
Tell us about the inception of the company. How did it all start?
It all started in the late 90’s with a simple idea: the future of work was going to be hybrid and decentralized. 27+ years into the future of work has proved the theorem to be correct. Covid expedited the mindset shift that was already well under way.
What has made you successful?
Success starts with a great team full of purpose. A purpose that is a vision that can be rallied around. An idea of doing something different and better. And then lastly, as Nelson Mandela says, “Win or learn.” Revenue will come, clients will come, and all the other things a company needs to become a world class business will come if the right foundation is built.
Which are the major services of the company and how do they the company to get ahead in the competition? What value-added services does the company provide?
We provide end-to-end services for our clients. Anywhere from our service partners to answer questions, to gamers game testing, to super fans being community moderators, and all the way to consultation and transformation experts to help you become best in class and deliver profit through your customer experience engagements.
What are the most important aspects of a company’s culture? What principles do you believe in and how do you build this culture?
I believe a company’s core values are the foundation for a great culture, and then how the people live them will ultimately determine the company’s culture.
What is the significance of innovative ideas in the company?
27+ years in, I can share that the only constancy is change, and the only way to stay relevant is innovation. We look at innovation as a core tenant of our long-term viability and success. It is built directly into one of our vision statements – Be Essential. The idea that you are delivering a technology or service that is essential or necessary for your client’s everyday success is an essential one. As their needs change, we naturally innovate to meet those needs and, more importantly, to anticipate what they will need in the next 5-7 years.
Give us your opinion on; do organizations rely heavily on individual heroics or team processes?
A great organization is a mix of both. You probably want 80–90% of your company’s success to be based on processes and operations. At the same time, we may need to think outside the box and do something new, different, or just go the extra mile for clients in need, and that’s where heroics are super valuable. In the end, happy clients stay with us for the long term, and we need to help them achieve that happiness with our brand.
What are your responsibilities as the Founder/CEO of the company? What is the happiest part of your daily routine?
When I was the CEO of Officium Labs, I found the most joy in stories where we made an impact on people’s lives, either our own or clients’. If you can make an impact and stay focused on a meaningful purpose, I don’t see anything more important than that. In my new role as CCXIO at Arise, I have the same mindset and support my team and the executives and board to continue that same mantra.
What advice would you give someone going into a leadership position for the first time?
Be organized, listen, be humble, and stay aligned to peoples needs and your organizations purpose.
