Jacob Sutterfield
Project & Senior Operations Management Leader
Las Vegas, NV | Open to Remote
Results-driven operations and project management professional with 15+ years of experience leading customer operations, process improvement initiatives, and cross-functional projects across healthcare, SaaS, BPO, and technical support environments. Proven success improving workflows, driving operational strategy, managing stakeholders, and delivering measurable business results in remote and hybrid settings.
Completed coursework through the Google Project Management Certificate program and currently pursuing PMP certification.
Project Manager
EHS Consulting Services – Remote (Part-Time Contract, Concurrent)
Mar 2022 – Present
- Lead client-facing consulting projects involving compliance initiatives, documentation management, training coordination, and operational execution.
- Manage project scope, timelines, stakeholder communication, budgets, deliverables, and risk mitigation across multiple concurrent engagements.
- Coordinate cross-functional teams to ensure projects remain on schedule, within scope, and aligned with client expectations.
- Develop project documentation, progress reporting, and implementation plans to support successful project delivery.
Operations Quality Supervisor
Gravie – Remote
May 2023 – Mar 2025
- Led quality improvement initiatives and operational projects across multiple business lines supporting thousands of healthcare members.
- Developed and launched the organization's first formal QA program, increasing compliance from 85% to 98% and improving CSAT by 12% within six months.
- Built reporting frameworks, scorecards, and performance dashboards that improved productivity by 15% and reduced service errors by 20%.
- Partnered with senior leadership on KPI alignment, strategic planning, and operational efficiency initiatives.
Operations Manager (200-Seat Program)
InTouchCX – Las Vegas / Remote
Aug 2019 – May 2023
- Directed daily operations for a 200-seat contact center program supporting Fortune 500 clients in a high-volume, KPI-driven environment.
- Managed staffing strategy, escalations, workforce performance, and executive reporting across multiple teams and stakeholders.
- Produced executive-level business insights and operational reports to support strategic decision-making and continuous improvement initiatives.
Network & Applications Specialist
Dexcom – San Diego, CA / Mesa, AZ
Feb 2016 – May 2019
- Supported implementation and launch readiness activities for a new contact center operation, including onboarding coordination, training support, and operational setup for 50+ employees.
- Assisted with process stabilization efforts and operational support initiatives in a highly regulated healthcare environment.
Supervisor of Operations
Alorica – Omaha, NE
2015
- Managed teams of 25–60 frontline agents in a fast-paced contact center environment.
- Led employee development initiatives through coaching, performance reviews, and targeted improvement planning.
- Supported workforce planning, staffing coordination, and retention initiatives to maintain operational performance goals.
Quality Assurance Coordinator
Alorica – Omaha, NE
2011 – 2015
- Coordinated QA operations for a 1,500-person contact center, contributing to a 15% increase in customer satisfaction.
- Analyzed operational trends, identified process gaps, and partnered with leadership teams to implement service improvements.
Project & Operations
Project Management
Process Improvement
Service Delivery
Contact Center Operations
Leadership & Strategy
Cross-Functional Leadership
Stakeholder Management
Change Management
Team Leadership
Analytics & Planning
Reporting & Analytics
Workforce Planning
Risk Mitigation
KPI Alignment
Tools & Platforms
Salesforce
Zendesk
WFM Tools
Five9
RingCentral
Avaya
Emerging Technologies
AI QA Automation
Chatbots
LMS Platforms
Productivity & Collaboration
Monday.com
Asana
Click-up
Microsoft Teams
Google Workspace
Microsoft Office
Google Project Management Certificate
PMP Certification (In Progress)