Meet Josiah “Jed” Sutton: The Friendly First Impression Behind ALTA’s Front Line
February 17, 2026
Josiah “Jed” Sutton doesn’t just sit at the front desk: He sets the tone.
With a steady smile and an unhurried presence, Jed welcomes members, licensees and colleagues whether it’s their first time interacting with ALTA or their hundredth. As ALTA’s customer service coordinator, he is often the first point of contact, bringing warmth, patience and clarity to conversations that matter.
That first impression is more than a friendly hello. It reflects how seriously Jed takes the responsibility of being one of ALTA’s first points of connection—listening carefully, responding thoughtfully and helping people navigate questions with confidence and care.
The Work Behind the Welcome
At its core, Jed’s role is about service. He manages incoming calls and emails, supports membership and renewal processes and helps ensure questions and concerns are routed accurately and efficiently. For many members, he serves as the bridge between confusion and understanding.
Jed takes pride in doing the fundamentals well and consistently. One of the projects he’s most proud of so far may seem simple on the surface, but it speaks volumes about how he approaches his work: organizing the mailroom in ALTA’s new office space. By creating structure and order behind the scenes, Jed helped make daily operations smoother for everyone, a practical contribution that reflects his attention to detail and desire to support the broader team.
He brings that same level of care and attentiveness when handling member inquiries. Colleagues note that he takes the time to fully understand an issue before helping connect members with the right resources, follows through on commitments and proactively looks for solutions. He’s known for being prompt, reliable and willing to jump in wherever help is needed.
Curiosity, Growth and Continuous Learning
Ask Jed what his job’s theme song would be, and he’ll joke that it’s “stereotypical elevator music.” It’s a fitting answer from someone who doesn’t seek attention but quietly keeps things moving.
Behind that humility is a strong curiosity about how ALTA works and how he can grow within the association. As a first-year employee, Jed is eager to learn from colleagues across departments and asks thoughtful questions to better understand systems, processes and goals. That curiosity has already led him to collaborate on documenting procedures and creating materials designed to make information more accessible and consistent.
If he could swap jobs with anyone at ALTA for a day, Jed would be Matt Minford, ALTA’s federal government affairs manager, simply because he’s genuinely interested in advocacy work. It’s a small detail that reveals a lot about his mindset: He wants to understand the full picture, not just his own role.
A Presence People Trust
Among his colleagues, Jed is recognized for his positive attitude and emotional intelligence. Teammates consistently mention his patience, kindness and ability to stay calm, even when things are challenging.
“He can calm a situation just by listening,” one colleague shared.
Another noted that he treats every caller with the same dignity and respect, bringing warmth and humor into conversations while remaining focused on solutions.
That balance—professionalism paired with genuine care—makes Jed a natural fit for the front lines of ALTA’s member experience. As one teammate put it, it’s reassuring to know that Jed is often the first point of contact, because people leave conversations feeling heard and helped.
Outside the Office
To get through the morning, Jed relies on a hot vanilla oat latte, a small ritual that helps him start the day ready to engage. When it comes to reading recommendations, he points to “Fear Itself” by Ira Katznelson, reflecting an interest in history and a desire to better understand the forces that shape institutions and society.
Outside of work, Jed brings the same curiosity and sense of humor his colleagues appreciate at ALTA, valuing connection, learning and shared experiences.
A Bright Future Ahead
In a short time, Josiah “Jed” Sutton has made a meaningful impact at ALTA. He has strengthened the member experience, supported internal teams and contributed to a workplace culture defined by kindness, accountability and trust.
He may describe his work soundtrack as elevator music, but his presence sets the tone in far more lasting ways. Jed’s impact shows up in small, consistent ways: in the calm tone of a call that starts out tense, in a member who feels heard and reassured and in a team that knows each interaction is handled with care. Through his work, ALTA’s commitment to service becomes part of the ALTA experience, not just a statement.
Contact ALTA at 202-296-3671 or [email protected].