James Gordon

Vice President, Health Solutions

Biography

James Gordon has more than 18 years of senior level operations experience, including extensive experience in the startup and transition of customer relationship management operations. He has operational expertise spanning contact center / CRM, complex technical implementations, and business process optimization. In his current capacity, Mr. Gordon has direct responsibility for the Centers for Medicare and Medicaid Services(CMS) account team. This includes the Beneficiary Contact Center program, which is the largest civilian contact center in the US Government – servicing nearly 30 million contacts a year.

James has deep expertise in program management methodologies for large-scale transformations of complex business models. For the past decade, James has been a leader in the government services field managing key programs at Department of Homeland Security, Federal Trade Commission, GSA and the United States Postal Service. James is an honors graduate of The University of Richmond with a degree in Banking. As a diverse subject matter expert, Mr. Gordon has managed a wide scope of operations in customer service, back-office, and financial processing. He has also led large professional teams across process and technical transformations in consulting engagements at some of the largest business environments in the world. James deeply understands Customer Relationship Management (CRM) best practices and balanced metric-based accountability for quality, service levels, and cost containment.