DEIRDRE HUGHES
Northport,NY
Summary
Results-driven operations and strategy leader with multi-site P&L responsibility and transformation expertise. Led cross-functional teams to achieve cost savings and productivity gains while enhancing stakeholder alignment. Experienced in driving enterprise change across product, technology, and service organizations, delivering significant outcomes through process redesign and organizational planning.
Overview
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1
Language
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Certification
2027
2027
years of professional experience
Work History
SENIOR CONSULTANT
Self Employed Services
Remote, New York, NY
04.2025 - Current
- Helped lead web-based technology platform conversion from vendor selection through data migration, cutting costs by 30% and improved data hygiene.
- Implemented VoIP, Gmail, and Zoom solutions, reducing operating costs.
- Supported business owners in implementing large-scale operational improvements.
- Analyzed portfolio for growth opportunities, resulting in a 6% revenue increase.
- Enhanced sales lead generation and account capture program effectiveness.
LEAD DIRECTOR, STRATEGY & PRODUCT MGMT.
CVS Health
Remote, NY
10.2018 - 03.2025
- Worked with the COO to frame a technology strategy to advance value and productivity improvements. Led technology and ops leaders through initiatives to drive $4M in productivity improvement(s)
- Led large-scale projects with the COO and CMO to enhance operational processes and optimize the product portfolio.
- Led projects across product, technology, and operations, including the development of an automated product intake process that improved throughput by 20% and productivity by 24%.
- Evaluated AI business cases to drive a 22% improvement in productivity.
- Improved data processing cycle time by 500% through cross functional SWAT team.
- Supported CMO and created multiple organizational models which led to organizational transformation resulting in $1.2 M savings, improved stakeholder satisfaction and strengthened clinical value chain impact.
- Supported development of new product concepts and projections, establishing a clear product hierarchy.
- Developed OKRs, RACIs, and business outcomes while facilitating stakeholder meetings to ensure alignment.
- Engaged for North Star Technology strategy saving $3M
DIRECTOR BUSINESS OPERATIONS & ENGAGEMENT
ActiveHealth Management
Hybrid New York
03.2017 - 09.2018
- Centralized role to optimize product value through engagement strategies across the business.
- Coordinated digital engagement strategy across account team, marketing, operations, and product and technology, achieving 40% improvement in digital engagement.
- Facilitated development of engagement playbook across functional groups, identifying key drivers, resulting in 20-40% improvement in engagement across multiple products.
- Led cross functional SWAT teams to improve cross channel communication, improved email penetration 11-28% and reduced cost of engagement by over $2.3M.
SENIOR CONSULTANT PRODUCT & OPERATIONS
ActiveHealth Management
Hybrid New York
05.2013 - 02.2017
- Reported to the CFO, to lead cross-functional initiatives, improving operational efficiency across departments.
- Enhanced vendor value delivery for products, negotiating $4.3M in savings while evolving technology strategy to improve integration and speed to market by 27%, leading SLT governance.
- Led cross functional initiatives to successfully deliver $7.1m in operational expense savings.
- Led program management delivering improvements for five products 15% ahead of schedule.
- Additional Leadership roles GE Capital, Wyndham Worldwide, MetLife, Barnes & Noble, The Limited
Senior Consultant
Support Financial Services
Dayton, OH
2012 - 2013
- Advised clients on business strategy and service improvements for self-employed operations.
- Provided strategic guidance to clients on best practices for business operations.
- Guided clients through operational changes and service transitions.
- Reviewed workflows and recommended process improvements for service delivery.
- Collaborated with cross-functional teams throughout the organization to ensure alignment of objectives.
- Partnered with senior executives to identify key performance indicators for measuring success.
- Prepared reports and presentations for client decision-making.
- Supported the sales team by providing technical expertise in pre-sales activities such as product demonstrations or proposal writing.
Regional Director
Starbucks
Dayton, OH
2010 - 2012
- Led Starbucks district leaders across regional retail operations and store standards.
- Guided district managers on partner engagement, scheduling, and labor planning.
- Coordinated customer experience initiatives across regional stores, enhancing customer satisfaction and loyalty.
- Identified and led implementation of process improvements in regional operations, streamlining workflows and increasing operational efficiency.
- Revitalized business plans and realigned company objectives to increase overall profits.
- Monitored business trend forecasts and adjusted budgets and operational plans to maximize growth and opportunities.
- Cultivated high-performing teams through inclusive work culture, driving individual and team development for sustained performance.
Vice President
Wyndham Worldwide- RCI
Carmel, Indiana
2006 - 2009
- Led Member Service organization. Managed 1500 employees across multiple sites in North America. Directed P & L, operations, and member experience.
- Facilitated executive reviews on revenue, marketing, and portfolio performance priorities, ensuring alignment with organizational goals.
- Oversaw financial planning for budgets, forecasts, and capital allocation decisions.
- Advised regional leaders on operational policies, enhancing service quality and optimizing workforce planning.
- Developed and executed strategic plans to support the vision of the organization.
- Cultivated a culture of collaboration among department heads to facilitate cross-functional project execution.
- Set performance standards for staff to elevate productivity levels across the organization.
- Designed incentive programs that motivated staff members while ensuring profitability targets were met.
Director Post Bank One Merger
Chase
Columbus, Ohio
2005 - 2005
- Directed development of business reviews for Chase leadership and stakeholders.
- Managed cross-functional projects supporting Chase products, policies, and operating goals.
- Partnered with finance, risk, and compliance teams on the Chase control initiative.
- Reviewed process gaps and updated procedures for Chase operational consistency.
- Encouraged teamwork through structured communication sessions between teams by encouraging open communication channels.
Asst. Vice President
Metlife
Dayton, Ohio
2004 - 2005
- Coordinated cross-functional meetings with finance, compliance, and risk stakeholders.
- Managed reporting for business performance, forecasts, and leadership updates.
- Worked closely with other executive team members on strategic planning initiatives.
- Guided staff on workflow standards, service quality, and escalation handling.
- Created and maintained a positive working environment through effective leadership practices.
- Partnered with technology teams on system improvements and process changes.
- Evaluated existing processes for effectiveness and recommended improvements.
- Prepared reports outlining progress on projects, budgets, staffing needs.
- Evaluated budget plans and current costs to project trends and recommend updates.
Regional Director of Operations
GE
Cincinnati, Ohio
2001 - 2004
- Oversaw P&L planning across GE sites, budgets, and resource allocation.
- Led site leaders through workforce planning, staffing, and performance reviews.
- Monitored KPIs, forecasts, and reports to guide operational decisions.
- Reviewed financial reports and identified opportunities for cost savings.
- Managed regional staff, including hiring, training, performance reviews and disciplinary actions.
- Monitored customer service levels and took corrective action.
- Led process improvement projects focused on increasing quality standards throughout the region.
- Developed and implemented strategies to improve operational efficiency across the region.
Director of Customer Operations
Barnes & Noble
Dayton, NJ
1998 - 2000
- Directed customer service operations across Barnes & Noble online channels.
- Managed escalated customer issues involving orders, returns, and membership support.
- Supported omnichannel order, pickup, and delivery processes for customers.
- Monitored customer feedback to improve Barnes & Noble service procedures.
- Collaborated with other departments to optimize processes related to customer experience.
Director of Customer Service
Victoria's Secret Catalogue
Dayton, OH
1995 - 1998
- Directed catalog customer service operations for Victoria's Secret mail-order customers.
- Managed customer call handling, order entry, and account resolution workflows.
- Established key performance indicators to measure the effectiveness of customer service operations.
- Developed service procedures for catalog campaigns and seasonal sales periods.
- Resolved escalated customer complaints in a professional manner.
- Coordinated with fulfillment and merchandising teams on order status issues.
Reservations Manager
NorthWest Airlines
Garden City, NY
1993 - 1995
- Managed NorthWest Airlines reservations team support for booking and ticketing requests.
- Scheduled staff coverage for call volumes and daily reservation workflows.
- Trained agents on NorthWest Airlines service standards, booking tools, and policies.
- Coordinated activities between various teams within the organization related to reservations management.
Supervisor & Registered Financial Principal Sales
Dreyfus Service Corp.
Uniondale, New York
1990 - 1993
- Directed and supervised a team of 15 employees in daily operations, ensuring efficiency and alignment with company goals.
- Monitored employee productivity, providing constructive feedback and coaching to enhance individual and team performance.
- Trained new employees on company policies and procedures.
- Fostered positive and motivating work environment, enhancing team morale and engagement.
- Resolved customer concerns with clear communication and professionalism.
Education
EXECUTIVE PROGRAM -
Wharton
Philadelphia, PABACHELOR'S DEGREE -
Fordham University
The Bronx, NYSkills
- Program/Project Management
- Technology Strategy
- Operations Excellence
- Process Improvement
- Strategic Planning
- Budget Management
- Financial Planning
- Resource Management
- KPI analysis
- Organizational Transformation
- Operations management
- Multi- site leadership
- Client management
- Stakeholder relations
- Vendor management
- Customer experience design
- Continuous Improvement
Personal Information
Title: Strategic Planning | Senior Operations Director
Certification
Six Sigma Greenbelt
Languages
Spanish
Limited
Timeline
SENIOR CONSULTANT
Self Employed Services
04.2025 - Current
LEAD DIRECTOR, STRATEGY & PRODUCT MGMT.
CVS Health
10.2018 - 03.2025
DIRECTOR BUSINESS OPERATIONS & ENGAGEMENT
ActiveHealth Management
03.2017 - 09.2018
SENIOR CONSULTANT PRODUCT & OPERATIONS
ActiveHealth Management
05.2013 - 02.2017
Senior Consultant
Support Financial Services
2012 - 2013
Regional Director
Starbucks
2010 - 2012
Vice President
Wyndham Worldwide- RCI
2006 - 2009
Director Post Bank One Merger
Chase
2005 - 2005
Asst. Vice President
Metlife
2004 - 2005
Regional Director of Operations
GE
2001 - 2004
Director of Customer Operations
Barnes & Noble
1998 - 2000
Director of Customer Service
Victoria's Secret Catalogue
1995 - 1998
Reservations Manager
NorthWest Airlines
1993 - 1995
Supervisor & Registered Financial Principal Sales
Dreyfus Service Corp.
1990 - 1993
EXECUTIVE PROGRAM -
Wharton
BACHELOR'S DEGREE -
Fordham University