Jessica Eaton
Commerce,MI
Summary
Strategic director specializing in performance management and process optimization. Cultivates high-performing teams, establishes key performance metrics, and utilizes data-driven insights to foster continuous improvement and achieve strategic objectives across the organization.
Overview
27
27
years of professional experience
Work History
Director, Product Integrity Management and Group Advocacy
Blue Cross Blue Shield of Michigan
Detroit, USA
04.2025 - 05.2026
- Directed team in resolving escalated issues for efficient, timely resolutions.
- Supported transparency through regular communications and reporting within issue management.
- Generated solutions for complex business problems while anticipating obstacles and defining next steps.
- Guided essential functions of issue management, assessing risks and supporting comprehensive plans.
- Led review and approval process for groups seeking benefits outside standard policies, ensuring customer satisfaction.
Director, Performance Management
Blue Cross Blue Shield of Michigan
Detroit, USA
03.2022 - 04.2025
- Established internal expertise and systems to enhance performance management capabilities.
- Collaborated with executive leadership and stakeholders to identify key metrics for performance improvement and to inform execution of HMO strategy.
- Developed end-to-end business analytics and performance transparency using integrated reporting that provides holistic view of HMO performance.
- Produced organizational performance reports for executives and CEO to guide business direction and strategic decisions affecting the HMO.
- Guided cross-functional decision-making for partner performance enhancements, modifications, and initiatives.
- Leveraged external insights, benchmarking, and comparisons to support target setting and performance management.
Manager, Performance Analysis
Blue Cross Blue Shield of Michigan
Detroit, USA
07.2020 - 03.2022
- Collaborated with Vice President of Business Performance and Execution to establish a Performance Management organization at Blue Care Network, creating a system that enhanced HMO performance.
- Translated the VP’s vision into the Performance Management team’s value proposition, tangible processes, procedures, and new ways of working that changed the way that executives collaborated across the organization to optimize HMO performance.
- Established department brand, created reporting structures, identified talent needs, and secured executive buy-in through regular presentations to stakeholders, including CEO.
Portfolio Manager
Blue Cross Blue Shield of Michigan
Detroit, USA
12.2019 - 07.2020
- Supported the Director of Project Delivery and Management and various project teams throughout Blue Care Network and in coordination with Blue Cross Blue Shield of Michigan.
- Managed projects using project delivery methodologies to develop charters, solicit business requirements, document processes, manage change and performance, track and escalate risks, enforce schedule, and oversee implementation.
- Managed complex projects concurrently, including multiple facets of the Affordable Care Act such as Marketplace enrollment and billing, and taxes and fees.
- Guided project team through successful implementation by providing mentorship and support.
- Created User Acceptance Testing plans and oversaw delivery of the test plan.
- Inspired and coached project team to achieve successful implementation outcomes.
- Established rapport and maintained communication with stakeholders across multiple levels to facilitate project success.
Project Manager
Blue Cross Blue Shield of Michigan
Detroit, USA
07.2012 - 12.2019
- Managed multiple high-value projects concurrently, ensuring timely delivery and adherence to budget constraints.
- Coordinated with Director of Project Management and Delivery and project teams across BCN and BCBSM to ensure alignment on project goals.
- Provided business consultation to internal clients, guiding project identification and implementation processes to meet strategic objectives.
Certified Lean Six Sigma Black Belt & Business Process Manager
Thomson Reuters
Southfield, USA
03.2011 - 06.2012
- Managed resources to develop work plans, identify metrics, select tools, implement improvements, create documentation, and ensure permanent change occurs.
- Evaluated current state processes and identified, drove, and facilitated improvement opportunities for complex, labor-intensive business.
- Established Control Plan Audit process to ensure realization of improvement benefits and sustain ongoing enhancements.
- Designed Business Process Governance Blueprint to provide a structured governance model for facilitating business process improvement and controlling processes.
- Leveraged Thomson Reuters tools to coach, develop and mentor team members to support a high-performance culture; chaired Process Change Control Board, driving all aspects of change control process.
- Created process maps for largely undocumented business processes across all operational areas.
Manager, Patent Payments
Thomson Reuters
Southfield, USA
01.2010 - 03.2011
- Managed resources, including all day-to-day staff administration responsibilities, for a department that delivered a series of services associated with effectuating over 400,000 patent annuity payments yearly.
- Coordinated workflow for U.S. and Japan staff, contributing to strategic discussions on Executive Committee.
- Developed statistical process controls for ongoing evaluation of process performance, ensuring adherence to best practices.
- Analyzed department performance using histograms, Pareto, control, and run charts to identify trends and areas for improvement.
- Participated on the IP Rules Committee to identify and evaluate changes in patent legislation to continually provide industry leading rules information to customers.
- Documented and coached others to document processes utilizing process maps.
Supervisor, Official Certificate Reconciliation
Thomson Reuters
Southfield, USA
06.2006 - 01.2010
- Managed staff engaged in the processing and reconciliation of over 400,000 Official Patent Certificates yearly.
- Reviewed work for accuracy, ensuring adherence to Standard Operating Procedures and enhancing overall quality.
- Utilized metrics to analyze and report pertinent data to executive staff.
- Secured proof of payment by stringent deadlines, eliminating backlog and improving workflow efficiency.
- Improved the volume of Official Certificates received and reconciled prior to the drop date by 68%.
- Led a Lean Six Sigma project that became a finalist for the Thomson Reuters 2008 Awards of Excellence program in the category of Operational Excellence.
- Mentored a Lean Six Sigma project to enhance customer satisfaction resulting in 53% improvement in survey results.
- Chaired Biennial Client Conference, leading planning and execution of three-day event, resulting in 99% satisfaction ratings from attendees.
Various Positions
Thomson Reuters
Southfield, USA
05.1999 - 06.2006
- Supervisor, Data Control
- Supervisor, Data Discrepancies
- Data Discrepancy Analyst
Education
Bachelor of Business Administration - Human Resources Management
06-2006
Courses Contributing To BBA -
Skills
- Performance management
- Change management
- Process optimization
- Continuous improvement
- Problem-solving
- Partnerships
- Stakeholder engagement
- People management
- Team building
- Relationship building
Certification
- Certified ScrumMaster (CSM), 2021
- Certified Lean Six Sigma Black Belt, 2010
Timeline
Director, Product Integrity Management and Group Advocacy - Blue Cross Blue Shield of Michigan
04.2025 - 05.2026
Director, Performance Management - Blue Cross Blue Shield of Michigan
03.2022 - 04.2025
Manager, Performance Analysis - Blue Cross Blue Shield of Michigan
07.2020 - 03.2022
Portfolio Manager - Blue Cross Blue Shield of Michigan
12.2019 - 07.2020
Project Manager - Blue Cross Blue Shield of Michigan
07.2012 - 12.2019
Certified Lean Six Sigma Black Belt & Business Process Manager - Thomson Reuters
03.2011 - 06.2012
Manager, Patent Payments - Thomson Reuters
01.2010 - 03.2011
Supervisor, Official Certificate Reconciliation - Thomson Reuters
06.2006 - 01.2010
Various Positions - Thomson Reuters
05.1999 - 06.2006
Baker College - Bachelor of Business Administration, Human Resources Management
Oakland University - Courses Contributing To BBA,
Awards
Finalist for the Thomson Reuters 2008 Awards of Excellence, Operational Excellence