Jae Kwon
Austin,TX
Summary
Strategic Business Process & Digital Service Improvement Specialist with expertise in AI-driven process automation, service delivery optimization, and enterprise operations transformation. Skilled at analyzing current state operations, identifying inefficiencies, and developing digital interventions that lead to systemic improvements rather than isolated fixes. Experienced in working with U.S. public sector agencies to align digital transformation efforts with real-world service and operational needs.
Overview
14
14
years of professional experience
Work History
Records Management & Digital Transformation Researcher
U.S. Citizenship and Immigration Services (USCIS)
10.2024 - 01.2025
- Conducted on-site observational research to evaluate employee experience with both paper and digital records
- Introduced novel research methods that yielded actionable insights for process and policy improvements
- Led usability heuristic evaluations of enterprise applications, influencing system enhancements for better workflow efficiency
AI Chatbot Lead & UX Researcher
U.S. Department of Labor
01.2022 - 01.2024
- Led design and implementation of the first generative AI chatbot at DOL, now in full production across the agency
- Designed chatbot features, in close collaboration with engineers including RAG, to provide real-time procurement assistance, including policy guidance, contract status, and compliance checklists
- Established a framework for future AI deployments, shaping best practices for AI-driven service automation in government agencies
- Ensured that automation efforts aligned with broader process improvements, identifying structural inefficiencies that needed adjustment beyond AI implementation
Service Design & Modernization Consultant
Throughline, Inc.
01.2021 - 01.2022
- Led service improvement and modernization recommendations for Unemployment Insurance (UI) services across multiple states
- Developed web accessibility, service design contracts, user interface redesign, and plain language translation templates that were adopted for state grant applications under the American Rescue Plan Act (ARPA)
- Collaborated with federal and state agencies to optimize UI service workflows, improving claimants’ ability to navigate benefits systems efficiently
- Ensured that service modernization efforts were holistic, integrating accessibility, multilingual support, and improved information architecture to create a truly user-centered approach
Program Manager, Internal Medicine Department
U.S. Department of the Navy
01.2011 - 01.2015
- Led the facility transition of the Internal Medicine Department, overseeing the relocation of 30 staff members and $500K in medical equipment, ensuring uninterrupted operations
- Identified, investigated, and corrected a longstanding error in patient coding practice for patient registration, ending an overspending of over $100K
- Implemented a patient tracking and service optimization system, reducing wait times by 15% and improving overall patient satisfaction
- Managed a multidisciplinary team of 14 personnel, optimizing workflows for a healthcare facility serving over 55,000 beneficiaries
- Developed Standard Operating Procedures (SOPs) for regulatory compliance, successfully achieving Joint Commission accreditation
- Coordinated with Japanese medical facilities, improving referral systems and patient outcomes in a multinational healthcare environment
- Oversaw records management for both paper and digital health records, ensuring accuracy and improving documentation processes long before large-scale digital transformation initiatives became standard practice
Education
B.A. - Sociology & Health and Society (Healthcare Systems)
University of Texas At Austin
Austin, TX05.2018
Skills
- Multi-Site Operations & Service Delivery
- Digital Transformation & Process Optimization
- Service Efficiency Gains & Cost Optimization
- Business Process Improvement & Change Management
- Agile & Scrum Methodologies
- AI Chatbot Implementation & Automation
- Healthcare & Government Operations Management
- Records Management & Digital Transformation
Technical Methodological Expertise
Tableau, Confluence, Jira, Github, Microsoft Office Suite, Mural/Miro, Agile, Scrum, Business Process Automation, Robotics Process Automation (RPA), AI Chatbot Design
Languages
Korean
Native or Bilingual
Timeline
Records Management & Digital Transformation Researcher
U.S. Citizenship and Immigration Services (USCIS)
10.2024 - 01.2025
AI Chatbot Lead & UX Researcher
U.S. Department of Labor
01.2022 - 01.2024
Service Design & Modernization Consultant
Throughline, Inc.
01.2021 - 01.2022
Program Manager, Internal Medicine Department
U.S. Department of the Navy
01.2011 - 01.2015
B.A. - Sociology & Health and Society (Healthcare Systems)
University of Texas At Austin
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