JONATHAN JEFFREY
Arlington,USA
Summary
Dynamic Senior Operations and Program Management leader with 20+ years of expertise spanning healthcare administration, crisis management, contact center operations, and federal sector leadership. Proven record of driving enterprise-wide excellence through technology integration and AI. Successfully managed multi-million-dollar budgets and global teams while navigating complex regulatory environments to include but not limited to FEMA and HHS. Certified Scrum Master, ITIL v4 practitioner, ICMI Certified Contact Center Senior Management and AWS professional combining technical acumen with strategic leadership to deliver innovative solutions and measurable outcomes. Seeking to leverage extensive operational transformation and technological innovation experience to drive organizational growth and competitive advantage.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Sr. Program Manager | Crisis, Disaster and Resiliency
AMAZON
Arlington, USA
03.2022 - Current
- Company Overview: https://www.amazon.com/
- Lead an enterprise-wide emergency management strategies and crisis response protocols
- Https://www.amazon.com/
Contact Center Sr. Program | Operations Manager
GREENBROOK TMS
Tyson Corner, USA
11.2020 - 03.2022
- Company Overview: https://www.greenbrooktms.com/
- Directed patient support center operations and strategy implementation
- Https://www.greenbrooktms.com/
Director of Patient Services & Access
GEORGE WASHINGTON UNIVERSITY HOSPITAL, MFA
Arlington, USA
10.2019 - 04.2020
- Company Overview: https://www.gwhospital.com/
- Optimized patient journey management across multiple facilities
- Https://www.gwhospital.com/
Sr. Operations Manager
VIRGINIA HEART
Falls Church, USA
02.2016 - 09.2019
- Company Overview: https://www.virginiaheart.com/
- Managed healthcare operations and patient experience initiatives
- Https://www.virginiaheart.com/
Operations | Logistics Sr. Manager
COX COMMUNICATIONS
Herndon, USA
01.2014 - 02.2016
- Company Overview: https://www.cox.com/
- Directed distribution networks and service delivery optimization
- Https://www.cox.com/
Sr. Contact Center Manager
ADVANCE HEALTH
Chantilly, USA
01.2012 - 02.2014
- Company Overview: https://www.advancehealth.com/
- Led multi-site customer service operations
- Https://www.advancehealth.com/
Global Logistics Operations Manager | Emergency Program Leader
EUROPE ASSISTANCE
Bethesda, USA
02.2008 - 12.2012
- Company Overview: https://www.europassistance.com/
- Established worldwide crisis management operations across 30+ countries
- Https://www.europassistance.com/
Skills
- Active learner
- Complex problem solver
- Critical thinker
- Creative
- Leadership skills
- Social influence
- Technology monitoring
- Technology control
- Technology design
- Technology programming
- Analytical thinker
- Innovator
Civicinvolvementandprofessionalaffiliations
- Toastmasters International, Member, https://www.toastmasters.org/
- Foster and Adoptive Parent Advocacy Center (FAPAC), Volunteer, https://www.dcfapac.org/
- Medical Group Management Association (MGMA), Member / Volunteer, https://www.mgma.com/
- One Brick, Volunteer, https://onebrick.org/
Certification
- Certified Scrum Master (CSM), Six Sigma Global Institute
- ITIL v4 Foundation Certified, Knowledge Academy
- AWS Certified, Element Live Foundations, Voice, Machine Learning Basics
- ICMI Certified Professional, Contact Center Senior Management, Strategy, and Leadership
- EMT-B, Emergency Medical Technician
Expertiseandtechnologies
Salesforce (Advanced), Microsoft Office Suite, MIRO, Cisco UCCE, Oracle 11i, IVR/Chatbot Development, AI-Driven Self-Service, Progressive/Predictive Dialing, TCPA, HIPAA, ISO 9000/9001, Agile (Advanced), RACI Matrix Implementation, Certified Call Centre Manager (CCCM)
Leadershipsynopsis
Dynamic Senior Operations and Program Management leader with 20+ years of expertise spanning healthcare administration, crisis management, contact center operations, and federal sector leadership. Proven record of driving enterprise-wide excellence through technology integration and AI. Successfully managed multi-million-dollar budgets and global teams while navigating complex regulatory environments to include but not limited to FEMA and HHS. Certified Scrum Master, ITIL v4 practitioner, ICMI Certified Contact Center Senior Management and AWS professional combining technical acumen with strategic leadership to deliver innovative solutions and measurable outcomes. Seeking to leverage extensive operational transformation and technological innovation experience to drive organizational growth and competitive advantage.
Timeline
Sr. Program Manager | Crisis, Disaster and Resiliency
AMAZON
03.2022 - Current
Contact Center Sr. Program | Operations Manager
GREENBROOK TMS
11.2020 - 03.2022
Director of Patient Services & Access
GEORGE WASHINGTON UNIVERSITY HOSPITAL, MFA
10.2019 - 04.2020
Sr. Operations Manager
VIRGINIA HEART
02.2016 - 09.2019
Operations | Logistics Sr. Manager
COX COMMUNICATIONS
01.2014 - 02.2016
Sr. Contact Center Manager
ADVANCE HEALTH
01.2012 - 02.2014
Global Logistics Operations Manager | Emergency Program Leader
EUROPE ASSISTANCE
02.2008 - 12.2012
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