Twenty years standing up, running, and growing platform-led (BPaaS) operations across healthcare, on both the payer and provider side, with AI put to work where it actually changes the unit economics. Currently lead the BPaaS practice at Firstsource and founder of Averra, a healthcare-intelligence platform. I build the platform and run the business on top of it. Open to executive roles to stand up and scale a BPaaS business end to end.
Start with Averra, the healthcare-intelligence platform I founded and am building. Below it, three more lenses on the same operator: the résumé is the formal career record, the Solution Showcase is a working interactive demo of a real BPaaS solution I designed and pitched (fictionalized so it can be shared safely), and the Local Church Teams Hub is a private client engagement I built end-to-end. Each opens in a new tab. Each stands on its own.
Averra is a modular, AI-powered platform I founded that unifies care management, claims, and operational data on top of the systems a payer or provider already runs, with no rip and replace. It is proof of the thing that matters most in a BPaaS leader: I don’t just operate platform-led delivery, I design and ship the platform underneath it. Live product, real architecture, built hands-on.
See the platform →Current resume covering Firstsource, Acheveya, Omega Healthcare, Cognizant, and UnitedHealth/Optum. Healthcare-led with bullets reordered to lead with cross-industry-friendly achievements: AI and automation, P&L ownership, sales pursuits, M&A integration, global plus nearshore delivery.
Open the PDF →Also available: Transformation-led version for non-healthcare audiences.
A fully interactive solution showcase. Click through the ecosystem architecture, EDI data flows, an onboarding form with DocuSign, a contact center with sample agent screen and four call scripts, three dashboards (HP, Customer, Operations), an implementation Gantt, and a resource library. The mechanics translate to any vertical that runs files, payments, and a contact center.
Open the showcase →A self-service hub I designed and built end-to-end for a private client adopting Microsoft Teams. Includes the migration plan, team structure, a "how do I" answer library, training modules with Mac and Windows mockups, the project timeline, and a feedback workflow. Demonstrates the kind of self-service tooling I build when the standard onboarding approach is not enough. Client identity de-identified for sharing.
Open the hub →I am a transformation executive with a 20-plus year track record of running enterprise-scale operations and building the platforms underneath them. The deepest of those years are in healthcare BPO/BPaaS (payer, provider, Medicare, Medicaid, ACA, full P&L, global plus nearshore delivery across the US, India, the Philippines, Mexico, and Puerto Rico), but the operational thinking ports cleanly into other regulated, customer-heavy verticals: financial services, collections, insurance, utilities. The Range section below has the receipts.
What sets me apart in this moment is that I am not waiting for AI to be "ready." I am personally building with it. I am exploring practical AI applications inside my day job (20 to 30 percent efficiency gains while staying inside HIPAA, HITECH, and CMS compliance lines), and I am building solutions on my own time for outside customers, like the local-church Teams hub in the project gallery above. I treat AI the way the best leaders treated cloud in 2014: get hands-on, build things, fail small, scale what works.
I love the kind of role that does not fit cleanly into a single function: where AI, transformation, sales, customer success, and operations all sit on the same desk. That is where my career has actually been most useful, and where I do my best work.
A senior role that combines AI and transformation leadership with sales, operations, and customer-facing responsibility. Equally comfortable on a stage with a CFO, in a war room with engineers, or on a Zoom with a frustrated customer. Healthcare experience is a strength but not a requirement, the operational thinking carries.
Healthcare is the deepest part of my career, but it is not the only thing I have done. Below are the experiences that show how the operational mechanics port cleanly to other regulated, customer-heavy verticals like banking, collections, insurance, and utilities.
Led a major M&A integration program: aligned operational, technology, and financial workstreams across acquired entities, partnered directly with the Board on asset evaluation and governance standardization, deployed automation and analytics that reduced operational costs by 25 percent, and procured and managed the outside consulting firm running diligence and transition planning. The diligence-to-day-1 muscle ports cleanly to any vertical that does roll-ups: BPO consolidations, financial services platform acquisitions, insurance administration mergers, utilities CX consolidation.
Ran the overnight front desk and events at a hotel from age fifteen through eighteen, full-time. Owned overnight guest service, billing reconciliation, security incidents, vendor coordination for events, and on-the-fly problem solving in a 24/7 customer-service operation. Most leaders learn customer ops in their thirties. I started learning the rhythm of a contact center before I could vote: calls at 3 AM are not different in kind from claim escalations, payment disputes, or contract problems at scale.
Ran an auto parts store and grew it into the commercial supplier of choice for the local independent repair shops. Took the rep role personally, designed and stood up a parts delivery model that dropped supplies at shop locations on demand, and managed those commercial accounts as a portfolio. That is B2B account management, supply chain, last-mile logistics, sales, and operations design rolled into one job. The instincts behind that work are the same instincts I bring to managing a $200M-plus portfolio of BPaaS accounts today.
For the audience already familiar with my healthcare depth, the short version: $700M-plus TCV closed in the last two years, $450M flagship BPaaS engagement, payment integrity ROI scaled from 3:1 to 25:1, a flagship account turned from -100 percent margin to +45 percent, 5,000-plus FTE under leadership across five geos, and AI/GenAI deployments delivering 20 to 30 percent efficiency gains inside the strictest regulatory boundaries (HIPAA, HITECH, CMS). The Transformation timeline below has the role-by-role specifics.
The mechanics of running a contact center, processing electronic transactions, executing payments, integrating an acquisition, and partnering with a Board are largely the same whether the vertical is healthcare claims, financial services collections, insurance policy administration, or utilities customer service. The regulations and the file formats change. The operational discipline does not.
The healthcare playbook I have spent 20 years sharpening (platform-led delivery, AI and automation in production, global plus nearshore workforce design, full P&L ownership, M&A integration, and C-suite plus PE partnership) is the same playbook other regulated, customer-heavy verticals need most. I am open to applying it where it can do the most good.
A few examples from across the resume. The pattern is consistent: take an operation that has been run "the way it has always been run," redesign the workflow around the work that actually matters, and put automation or AI where the leverage is highest.
M and A is one of the cleanest tests of whether an executive can hold strategy, operations, and people work in their head at the same time. I have sat on every side of the table.
Operational, financial, and technology diligence on acquisition targets. Asset evaluation. Risk identification. Governance gaps.
Negotiating commercial terms, transition services agreements, and savings commitments. Aligning what gets sold to what can actually be delivered.
Post-acquisition operational, technology, and financial integration. Standardizing across acquired entities without breaking what worked.
Internal and external communications. Day-1 readiness, customer notification, employee transition planning, regulatory filings.
Identifying and executing the synergies that justified the deal. Workforce optimization, automation deployment, vendor consolidation.
Working directly with PE sponsors on portfolio strategy, value creation plans, exit readiness, and add-on integration.
A working list rather than a checklist. Each card has the skill and one concrete example of where it shows up in my actual work.
Practical AI deployment inside regulated operations. Not pilots that never ship.
Revenue, cost, margin, headcount, capex. Numbers I have personally been on the hook for.
Translating customer pain into a sellable, deliverable platform offering. Where most BPaaS deals actually win or lose.
US, India, and Philippines under one operating model. Time zones, regulations, talent, culture.
HIPAA, HITECH, CMS, Medicare Advantage, Medicaid managed care, ACA, value-based care, SOC1 and SOC2.
Partnering directly with CEOs, CFOs, Boards, and PE stakeholders on investment, governance, and growth strategy.
RFP-led growth, competitive pursuit strategy, deal qualification, executive sponsor for top opportunities.
Walking into broken operations and getting them stable, then good. Patient with people, impatient with metrics.
Speaking, analyst relationships, advisory boards. Putting a voice and a face on the operations work.
A growing collection of references from customers, peers, managers, and partners across the years. Existing LinkedIn recommendations are public on my profile. If you have worked with me and would like to add to the record here, the form below makes it easy.
"I worked with Amanda 17 years ago when she was a newly promoted claims director and again at Firstsource where she is an SVP and I currently report to her. Amanda is one of the smartest and dedicated leaders I know. She gives everything she has to her job and it shows in her rapid growth and the success she has demonstrated. A former colleague that worked with both of us commented that Amanda has an Eidetic memory and I have seen this in action multiple times. Additionally, since moving to her team at Firstsource, I have seen her land our two biggest accounts, win countless awards, and navigate huge barriers and not only overcome them but bring the team along with her. She is solutions focused, an amazing negotiator, and a truly caring and empathetic leader. Seeing her rise through the various positions and the development of teams, products and businesses has been a truly remarkable experience."
"Amanda is a true professional and a great partner who understands what it means to truly collaborate in order to achieve a mutually beneficial result. She is never afraid to take on challenging topics and find creative ways to resolve them. A true professional!!"
"Amanda is one of the strongest leaders I've worked with, consistently balancing strategic vision with disciplined execution. She has a unique ability to engage in deep technical discussions, quickly distill what matters, and translate that into clear, actionable business and technical requirements. Her attention to detail is evident in how she drives initiatives end to end, ensuring alignment, accountability, and successful delivery. She leads with clarity and purpose, bringing cross-functional teams together and maintaining focus on meaningful outcomes. She sets a high standard and fosters an environment where both strong execution and thoughtful innovation can succeed."
"During my 2 year tenure working for Amanda, I witnessed the transformation of our team from a support group into a leader in our line of business. Amanda brought organization and purpose to our team and drove everyone to be their best. She is a tenacious and brilliant person who can accomplish the most complex initiatives that leave a lasting mark on an organization. There was never a time when I doubted her drive or ability to succeed, a combination of traits that any organization would be lucky to employ."
Additional public recommendations from former managers, customers, peers, and partners are on my LinkedIn profile and available on request.
If you have worked with me and would like to leave a reference, the form below makes it easy. Submissions are emailed to me directly.
Tell me about our work together. I will review and, with your permission, share it on this page or on LinkedIn. Your reference is sent directly to my email when you submit.