Jason Southern

SHRM-CP certified operations and people leader with more than 20 years of progressive management experience in fast-paced, high-volume customer service, collections, and back-office environments. Led workforces of 100+ employees across on-site, remote, multi-site, and international operations while maintaining service, quality, attendance, compliance, and productivity standards. Brings strong experience in daily operations, staffing and scheduling, recruiting, training, performance evaluation, employee coaching, customer and employee issue resolution, safety accountability, reporting, and process improvement.

Prepared to apply this leadership background in support of Buc-ee's Clean, Friendly, and In-Stock customer experience.

Operations Manager at Genpact Collections LLC (2023-07 – 2026-05)

Rebadged from Fidelity Information Services in July 2023 following the contractual outsourcing of business operations.

• Directed daily customer service, collections, data entry, and back-office operations for more than 100 employees across on-site, remote, and international teams in a high-volume, deadline-driven environment.
• Oversaw staffing, scheduling, workflow execution, service levels, employee attendance, quality performance, and operational priorities, adjusting resources to meet immediate customer and business needs.
• Resolved customer and employee escalations professionally, coordinated corrective actions, reinforced expectations, and partnered across departments to support timely and consistent outcomes.
• Coached supervisors on employee management, attendance accountability, performance evaluations, corrective action, quality standards, engagement, and professional development.
• Maintained 95% SLA performance, increased quality scores from 87% to 92%, reduced overtime by 70%, supported 80,000+ monthly calls, and improved schedule adherence by 30%.
• Standardized workflows, reinforced compliance requirements, coordinated operational reporting, and built a centralized knowledge base to improve efficiency, reduce errors, and support consistent execution.

Manager II - Contact Center, Collections & Back-Office Operations at Fidelity Information Services (2001-06 – 2023-07)

Promoted through progressive leadership roles: Shift Supervisor, Collection Supervisor, Call Center Manager, and Manager II.

• Progressed from shift-level supervision to senior operations management based on sustained performance in customer service leadership, employee development, operational execution, and process improvement.
• Managed high-volume teams by setting daily expectations, monitoring workflow and performance, addressing service and staffing needs, and maintaining productivity, quality, compliance, and customer service standards.
• Recruited, interviewed, trained, evaluated, and coached employees and supervisors; supported promotion recommendations, succession planning, retention, and consistent performance accountability.
• Addressed customer and employee concerns, coordinated escalations, communicated expectations professionally, and partnered with internal departments to resolve issues quickly and consistently.
• Used operational reports and performance data to identify trends, assign priorities, support staffing decisions, improve workflows, and hold teams accountable for results.
• Reinforced policies, documentation requirements, attendance expectations, quality standards, and professional conduct across daily operations.

Staff Sergeant at Alabama Army National Guard (1992-12 – 2019-12)

• Supervised five non-commissioned officers and 20 soldiers, coordinating personnel, enforcing safety rules and accountability standards, and ensuring execution of operational plans.
• Oversaw training, readiness, discipline, attendance, administrative functions, and personnel accountability in demanding, high-responsibility environments.
• Served as acting First Sergeant for 13 months, performing senior leadership responsibilities, managing personnel needs, communicating priorities, and supporting mission execution during a critical post-deployment transition.

Bachelor of Science in Commerce and Business Administration – The University of Alabama

Associate of Science in Business Administration – Shelton State Community College