JAMES HALL
Senior Technology & Operations Leader
Omaha,NE
Summary
Enterprise technology leader driving transformation, platform modernization, and operational scale across complex organizations. 25+ years delivering secure, scalable digital solutions, optimizing performance, and building high-performing teams aligned to business outcomes.
Overview
32
32
years of professional experience
Work History
Manager, Information Services
Blue Cross Blue Shield of Nebraska
Omaha, NE
01.2020 - Current
- Lead enterprise delivery of secure, scalable platform solutions aligned to business strategy.
- Own and prioritize application backlog and multi-quarter roadmap.
- Drive architecture alignment across APIs, data flows, and integrations.
- Oversee delivery execution, KPIs, risk management, and resource optimization.
- Advance Agile and DevOps practices to improve speed, quality, and predictability.
- Bridging IT operations with practical AI implementations
- Led experimentation with emerging AI frameworks, including MCP-based architectures
- Enabled ~$23M projected annual revenue through platform and product enhancements.
- Scaled Medicare Advantage program to 20,500 members in year one with projections of 28,600.
- Led Auth0 migration with MFA, securing 2,747 broker and group leader accounts.
- Reduced broker logins from 13 to 3 via SSO integration.
- Established a Common Delivery Model Playbook, improving cross-team alignment and execution consistency.
- Enabled Vision product growth supporting ~25,000 new members in year one.
Director of Process Engineering
Infogroup
Omaha, NE
01.2016 - 01.2020
- Lead cross-functional teams delivering SaaS solutions supporting a $75M+ revenue portfolio.
- Own product performance, enhancements, and customer experience improvements.
- Drive product and data strategy to support scalability, growth, and retention.
- Implement QA and delivery processes to improve efficiency and product quality.
- Increased self-service adoption by 35% through workflow enhancements.
Order Quality Assurance Manager
Yahoo Inc.
01.2014 - 01.2016
- Led quality assurance operations for high-volume advertising orders across North America.
- Ensured compliance with revenue recognition, audit, and SOX requirements.
- Partnered cross-functionally with Sales, Revenue Accounting, and Audit to protect revenue integrity.
- Integrated acquired platforms into order-to-cash processes and Salesforce.
- Reduced manual workload by 60 hours per week through process improvements.
Quality Assurance Manager
Infogroup
Omaha, NE
01.2011 - 01.2014
- Led QA strategy and execution across multiple products and platforms.
- Implemented automation and testing processes to improve quality and delivery speed.
- Managed mobile product creation and quality for iOS and Android applications.
- Reduced customer-reported issues by 35%.
- Cut regression testing time by 50% through automation.
Senior Project Manager
Infogroup
Omaha, NE
01.2011 - 01.2014
- Led enterprise projects across multiple products supporting approximately $350M in revenue.
- Managed cross-functional teams, timelines, and delivery across concurrent initiatives.
- Standardized project tracking and reporting processes.
- Migrated 10,000+ users to a new platform in 6 weeks.
Senior Project Manager / Product Manager
First Data Information Services
01.2006 - 01.2010
- Managed product delivery, system enhancements, and compliance initiatives for online, batch, and analytics products.
- Led full lifecycle delivery including analysis, testing, training, and implementation.
- Directed business continuity, disaster recovery, and data security initiatives.
- Implemented 1Check from concept to install in 10 weeks, exceeding timeline expectations.
- Delivered $500K in annual cost savings through vendor evaluation and optimization.
- Implemented LIFT, one of First Data’s first analytics products.
Customer Service Manager
ConAgra Foods
01.2005 - 01.2006
- Led customer service operations and order fulfillment for approximately 2,500 customer orders per month.
- Improved service levels, team productivity, and operational efficiency.
- Managed touch-free order processing across the service center.
- Improved on-time delivery to 95%.
- Increased product fill rate to 99%.
- Reduced pricing deductions from $330K to $17K.
Customer Operations Support Manager
First Data Corporation
01.1994 - 01.2004
- Led 24x7 customer operations support across mainframe and distributed products serving financial, commercial, and retail markets.
- Managed day-to-day client support, escalations, and service operations for 15 products and 600+ monthly tickets.
- Built and scaled second-level support capabilities within the call center.
- Managed IVR, ACD, and ServiceCenter platforms supporting enterprise operations.
- Received the Team First Award for facilitating transition of first-line customer support to the First Data Response Center, moving 50% of call volume.
- Helped the department achieve the highest employee satisfaction scores in First Data Solutions for two consecutive years.
Education
B.S. Business Administration - Finance
University of Nebraska–Lincoln
Telecommunications Systems Management Certificate - undefined
College of Saint Mary
Skills
- Experience with AI frameworks
- Azure
- Salesforce
- APIs
- NET
- React
- Angular
- Oracle
- SAP
- Jira
- Azure DevOps
- Github
- Auth0
- SSO
- Google Analytics
- VS Test Manager
- SaaS
- Mobile (iOS/Android)
- IVR/ACD
- Agile/Scrum
- Six Sigma
- SDLC
Websites
Timeline
Manager, Information Services
Blue Cross Blue Shield of Nebraska
01.2020 - Current
Director of Process Engineering
Infogroup
01.2016 - 01.2020
Order Quality Assurance Manager
Yahoo Inc.
01.2014 - 01.2016
Quality Assurance Manager
Infogroup
01.2011 - 01.2014
Senior Project Manager
Infogroup
01.2011 - 01.2014
Senior Project Manager / Product Manager
First Data Information Services
01.2006 - 01.2010
Customer Service Manager
ConAgra Foods
01.2005 - 01.2006
Customer Operations Support Manager
First Data Corporation
01.1994 - 01.2004
Telecommunications Systems Management Certificate - undefined
College of Saint Mary
B.S. Business Administration - Finance
University of Nebraska–Lincoln