Other leadership roles she held at CMS included Director of the Consumer Information Insurance Systems Group, where she oversaw the federal recovery team responsible for healthcare.gov and as Director of the Customer Liaison and Support Services Division which provides end user support services for all CMS employees nationwide. Prior to CMS, Shields supported the Department of Defense, Treasury and other government agencies while working at Lockheed Martin for nine years. In her new role, Shields oversees the Company's operations on the CMS contract which the Company was awarded in 2013. She also leads the North American strategy and expansion of Serco's consulting, business processing, and operational solutions that assist Federal, State and Local governments in providing healthcare services and solutions. She now reports directly to Dave Dacquino, Serco's Chairman and CEO. "Upon joining Serco in October, Karen fit right in with the culture here at Serco.