Jim Dufek

Jim Dufek is an accomplished executive with extensive experience in workforce planning and operations management across multiple industries. At USAA, Jim served as Executive Director of Claims Workforce Planning and previously as Assistant Vice President, where responsibilities included leading workforce management and contact center operations for a significant claims division. Prior to USAA, Jim held key leadership roles at Blue Cross and Blue Shield, significantly enhancing the workforce management Center of Excellence and overseeing extensive service delivery and operations for a large employee base. Early in Jim's career, experience included managing a large call center operation at Greyhound Lines, effectively handling millions of customer transactions. Jim holds a degree from the University of North Texas.