OPEN for 2025 Salt Lake City/ San Jose/ SFO also Remote USAA ambitious high achiever wearing two hats in Support Leadership: CX Leader & PM in Software Engineering.Delivering a Digital Human Customer Experience. Resilience, Trust, Inclusive and Diverse, Positive & Optimism Ownership, results oriented as an Open minded leader, bringing passion that integrates Customer Success, B2B SaaS Customer Support & Automation, AI, CX Professional Services functions in Leadership roles that focus on scaling.PROGRAM & PROJECT MANAGEMENT:-AI, Consumer Agents, APIs Integrations, Deployments, Automation, Adoption of Technology in Support for Omni-Channel Resolution based/ROI values. Planning to Deployment. CRM/CCaaS-Certified Operations/Support Engineering, Information Technology,PMI-PMP-Prioritizes work in Collaboration in Salesforce, Five9, AWS Amazon Connect, Zendesk, TalkdeskCONTACT CENTER SUPPORT CX LEADER:-15+ years/Multi-National Customer Experience/Customer Success Champion, -A proven leader-hundreds of employees in multi-national Contact Centers across the Globe. -Passionate learner & motivated to take on new challenges that thrives solving interesting organizational challenges. -Direct customer and business impact supporting B2B. SaaS Best Practices, Several Industries of expertise, Tech Support.Leads a diverse, dynamic team environment. Cross-functional initiatives & solves complex problems by leading initiatives that support scale, standardization, & repeatability-Extensive Experience-Critical Support both leading large Global Brands & teams. Advisor in Technology/Process. - Incident Management, Tiered Tech Support, Contact Center Operations, Program/Project Management, -Professional Services, Client Engagement, Customer Success,, Innovation, Engineering Support, Remote Skills. Diversity-Global Cultures and Experience. SaaS/Customer Success/Senior Leader role overseeing Global operations/markets in 30+ Countries.Proven Experience: Cost Centers into Profit Center Support/operational excellence in the technology, SaaS sector, -Technology (CRM,CCaaS) & collaboration solutions working across different cultures & regionsThorough in examination & analysis, along with being consensus-building & results-oriented. Experience working & Leading cross-functional, global teamsExperience: industry giants: OpenAI, Salesforce, Amazon Connect & others: AI/SaaS efficient CX focused outcomes. Planning/Implementing -62+ major CRMs, CCaaS PlatformsMicrosoft, eBay, Workfront-Adobe, ServiceNow, Marriott, Airbnb, PayPal & other top brands
Ai.Grandpa.Ai
-
Ai.Grandpa.AiSan Francisco Bay Area
-
Private Retained W2 Or 1099 Advisor, Consultant Strategic Customer Experience LeadershipJasonhughes.Ai Jan 2013 - PresentDoing Business as Jason Hughes AI SaaS Platform Expert, Customer Experience Leader in B2BContractor/Sub-Contractor/Full-TimeJason Leads Programs and Critical Support Teams centered on Turnarounds, Scaling Global Growth, M&A/IPO readiness with a focus on Customer Experience/Customer Success while improving the Employee Experience through Technology, Process Improvements, and Culture., Planning CRM and CCaaS Platforms, SaaS Platforms and Improvements in Teamwork and better Process through Knowledge Transfer and succession CLIENTS/EMPLOYERS : W2/1099- 2024Program, Project, and Product Management along with Customer Experience Consulting:1099 Lead CX Advisor/Consultant- Also supports conferences and groups involved in such work in the larger AI & Contact Centers with AI Interaction Models/ Intent/Slot Values and Results on Self Service FlowsOpenAI /Amazon Connect Current Freelance Senior PM & CX Advisor for Fortune 500 & Multinationals/Tech Companies. Current Amazon Connect-AWS Advisor, Salesforce, Zendesk, Talkdesk, CRM Affiliate/Consultant/ Advisor for 2025-AvailablePAST WORK:Q4-2024 Advisor-KLM.com Royal Dutch Airlines, AI Advisor4/24-10-24 jetBlue.com Advisor- Program (PM) -Amazon CX/AI AWS MVP/Deployment22-2/24 Loftware.com (Private Equity Turnaround) Director Tech Support/Customer Success22- zstacklife.com, Godaddy.com21- Modernatx.com, Henryschein.com, Airbnb.com, JnJ.com20/21-Workfront.com Adobe, Talkdesk.com19- Arrow.com, ServiceNow.com18- Chartercare.org. pmh.com 17-Well.com 13/15- jeunesseglobal.com (Salesforce, Zendesk)17/18- Gonzaga.edu, Pearson.com16/17- DigicelGroup.com, (Souq.com) Amazon/AWS Connect16- Boostability.com-Google SEO Affiliate-Europe14/15- Marriott.com13/14/15= boozallen.com, GD.com, blackturtleinc.com (FED)Iggbo.com, zappos.com, zulily.com, a16z.com, Zendesk.com, Salesforce.com2000/2012- eBay.com/PayPal.com -Global Sr. Manager Tech Operations & Product/PMO/Sr. PM98/99- Microsoft.com Legal software Piracy
-
Principal Cx Operations Leadership Advisor Digital Transformation-Voice Of The Customer CrmJasonhughes.Ai Jan 2013 - Aug 2024MEDIA SAMPLES from work in USA, UK, EUROPE- Ireland, Sweden, Slovenia, Germany, Netherlands, Armenia, Greater London marketplace, ASIA- Philippines, Singapore, China, Japan, MIDDLE EAST- UAE Dubai, Egypt, Saudi Arabia (Product/Program/Projects/Operations Support Leadership & Strategy)
-
B2B Freelance Senior Program Management Software Engineer AdvisorOpenai Dec 2023 - Dec 2024San Francisco, Ca, Us-Operations Leader and Advisor in CX & AI- FREELANCEJason works as a Principal Consultant Independent that works for Clients. If you are doing business with OpenAI or another large Provider of services, I can work for your company and ensure it's done right end2end. -Advanced engineering to business process and ROI from a CX perspective. -SaaS, CRM, & Contact Center as a Service. (CCaaS)-Operations Support Leadership & also Program/Project Leadership-CX Liaison that helps represent the companies' requirements in major deployments & planning around CRM, SaaS Integrations, Cloud, and Tech Support AI- Operations. Jason works for the client, Ensures full value & expectations are met. -Planning to Deployment/Implementation work on development & implementation of products -Digital success, reflecting the latest product advancements - Continued learning from best practices of customers & teams in the industry-Creates/delivers comprehensive educational materials, journey-maps, planning sheets requirements along with best prompts and practices as an independent expert in ChatGPT Enterprise customers, including engaging tutorials/resources. CRMs, SaaS, Interaction Model, Intent, Slots-Data, interviews, voice of the customer and stakeholders to identify and target key audience segments and behavioral triggers, enabling the development and delivery of tailored programs across various digital channels.-Collaboration: frontlines to boardrooms to effectively ensure ROI for the client. -Focusing on broader success, sales, Customer Experience teams/marketing teams to ensure a cohesive approach to customer engagement & success. Jason brings almost 20 years of Customer Experience from top brands to the table to help generate what works & how to run an efficient team that retains customers and focuses on growth in Tech Support and Engineering rolesThought leader in guiding through the evolving landscape of AI, CX & best support practices of legacy & innovation. -
Program Manager Consultant Aws, Connect Also Executive Cs Consultant Zappos, Souq M&AsAmazon Dec 2013 - Oct 2024Seattle, Wa, Us-Contact Center Leader and Consultant-2024- Active Program Management consultant in CX and AI. Amazon Connect CCaaS-CRM/ Amazon AWS/ Amazon.com eCommerce and Contact Centers.ROLE: Former Executive Consultant and Affiliate-Senior Program and Project Mgt. Planning for Customer Support (Amazon Connect Internal), B2B Customer Success.Highlights:1. 2013-2014 Work with Zappos founder Tony Hsieh on CX ideas and systems to align with his World-Class Culture and post Amazon Buyout from the end of 2009. Tony was famous for his epitome of customer service and revolutionary corporate culture. Focus on Contact Defects/Focus Groups/ Ethnographic Research UX, CX, Internal Employee Experience. 2. Amazon, AWS 2015-17, in the acquisition (M&A) Planning of the CX Operations team of SOUQ based in Dubai UAE and office in Egypt. 3. Large scope of programs, managing across many initiatives in EMEA to US alignment in CX work. 4. Digital Acceleration/Transformation Improving Customer Experience under scalable Cost Structure:With a focus on Enterprise Enablement, Big Data and Analytics, Applications RationalizationCloud Strategy/CRM/CcaaS, CX Sourcing and Ecosystem Optimization, CX Contract and Cost Optimization, CX Security and Risk Management, and connecting the dots to People and Process to help enablement and culture align to the Employee Experience and finally to the Customer Experience CX.Souq.com was the largest e-commerce platform in the Arab world. The company launched in 2005 in Dubai, United Arab Emirates. Amazon.com Inc. was acquired for $580 million.5. 2024/Program Mgr-Consultant-Amazon AWS Connect Planning to Deployment helping Thousands of employees/Customers in Turnaround efforts in technology/Operations- jetBlue.com -
B2B Director Of Technical Support Cx Customer Success ServicesLoftware Jun 2022 - Jan 2024Portsmouth, Nh, UsPrivate Equity owned (aKKR)/ (Riverside Partners)-Loftware.comUSA, UK, Europe, and Asia.24X7 Incidents, SaaS, Hybrid role until business demands needed onsite New England Leadership, so I left the company. Critical Support, Global B2B Customer Experience, Excellence in Engineering/Customer Success. -
Ops Cx Crm- As Affiliate Independent Consultant Mission Critical Solutions Professional ServicesZendesk Jan 2013 - Apr 2022San Francisco, California, UsROLE: Digital CX Operations Consultant: (Professional Services Independent Leadership Contractor) Solutions Leader/Professional Services/ Solutions Management Lead/Interim Executive Consultant -
B2B Cx Director, Customer Experience, Customer Support - Engineering Global Product & TechAdobe Jan 2020 - Feb 2021San Jose, Ca, Us*workfront.com Director Global Tech Support Teams USA, UK, Europe Led Technical Critical Support teams handling Integrations, API, Fusion, Defects, Incidents and 24x7 Support Models and all Tiered Support Teams. * Prepared team to be acquired by Adobe- (SaaS) / Took team to Remote Dispersed Team status successfully overnight during pandemic.* B2B Digital SaaS Adobe Experience Platform. * Customer Success focus on Retention, Risk, QBRs and Onboarding. Customer Health* Defects, Reporting around Contractual SLAs and services through Incident and Operations Support * Management ITIL Tiered Support best practices* Voice of the Customer, Community, KnowledgeBase and EnablementBlended Program Management work on Aquisition GTM planning and Team Readiness in Operations for M&A* Handoff was $1.5B Successful Acquisition. On Team for planning GTM and Strategy for the M&A. Served 60 of the Fortune 100 and thousands of Multi-nationals. B2B support during the critical pandemic year of 2020. -
Principal Consultant -Digital Product/Programs Enterprise Tech Support, & Ai Support/Cx SuccessJason Hughes Cx, Ai, Crm, Saas Support Leadership Business Partner Jan 2013 - Dec 2019Jason is a seasoned professional in Customer Experience, Success, and Support. He has held roles as a VP, Director and Senior Management/Sr. Lead Consultant in many areas and works as a W2 and 1099 Consultant. He specializes in Digital Program Management and Operations Support Roles, offering his expertise as both an interim or full-time leader and a full-time consultant.
-
Global Contract Cx Digital Transformation Servicecloud, Healthcloud Sr. Pm Partner/AffiliateSalesforce Jan 2014 - Dec 2018San Francisco, California, UsProfessional CRM Services Consultant and affiliate for Salesforce Jason planned the largest Salesforce Service Cloud Product in history. (Marriott Hotels $16M) And has supported several successful planning to implementations globally. Jason uses his foundational knowledge of Contact Centers and Technology to match delivery of Process and needs of People. USA-Washington DC, Boston MA, Providence RI, San Antonio TX, Salt Lake City UT, and Cork Ireland locations. DIGITAL TRANSFORMATION EXPERT- Independent Salesforce Consultant in CRM Planning to Deployment/Digital Transformation for 22 Hospitals, 15 companies, 6 Silicon Valley Companies, Federal Government, and Contract Companies. Highlights: Largest Salesforce Deployment ever. Marriott Intl. Hotels Service Cloud. See others attached in the media section. -
Ebay Paypal Global Sr. Management Leadership In Cx Support, Product/Project/PmoEbay Nov 1999 - Nov 2012San Jose, Ca, UseBay’s early growth CX Pioneer into one of the Internet’s leading commerce brands1999 Contractor Set up eBay VeRO Legal Team Support Lead/Supervisor2000-2004 Pioneer of eBay & PayPal Support Operations promoted Manager2004-2012 Global Sr. Management Product Support* highly effective and engaged teams dedicated to meeting the highest levels of performance within a complex environment * Site Operations Leadership/ Product/Programs as a Global Tech Leader in Customer Support Legal, Trust & Safety, Security. Program Management, Fraud Operations, Tool/Site Incident Management.* We connected people & build communities to create economic opportunity for 190 Global markets = $74 billion of GMVProgram Manager on VOC- CX/UX Product, Product Projects/Systems eBay Sites, Innovation Hub, internal IT infrastructure Tech stack.* 32 locations globally* PayPal Checkout/Security, Checkout Process & Voice of the Customer. * Technology Operational Excellence, (Business Continuity Plan)* Innovation of Products/Technology- Mobile, CRM, CCaaS, Security DetectionLean Six-Sigma Blackbelt discipline/SDLC Agile Processes/Agile/ScrumCS Team VOC optimization of products/Product Defects/Bugs/Incidents• 240M self-service interactions per year and fixing product defects, RPA, to avoid 2M contacts in; Reduced escalation rate from 27% to 9% and led $4M-6M incremental savings/increasing SNPs. • CS Global technical program management (PMO) delivering global enterprise CS products, platforms & Tools serving 100+ million customers globally. WORKED: design optimization with product departments. Team Development, IT Broad-based global markets, Financial Trust & Safety Management, PayPal Account Security, IT Risk, IT Service Ops/Community Support, Took on new B2B Support Programs/Customer Success · Cross-functional 200+FTE.-Jason (Pioneer) of VeRO (Intellectual Property Enforcement Legal CS Team), Account Take-Over, CS Security/ Merchant B2B Fraud /Software Tech Support Product Support
Jason H. Education Details
-
Itt Technical InstituteTechnology & Business -
Utah State UniversityBusiness Information Systems Undergraduate
-
University Of UtahWebmaster Internet Communication Certification Program
-
Leadership, Pmo, Pm Itil Training ClassesPeople Leadership Mentor Management
-
Gonzaga UniversityInformation Technology
Frequently Asked Questions about Jason H.
What company does Jason H. work for?
Jason H. works for Ai.grandpa.ai
What is Jason H.'s role at the current company?
Jason H.'s current role is Remote/Hybrid US CX Leader Operations -Program/Project Management. Top Advisor/OE Consultant for over 30 Companies/60+Programs EX eBay, PayPal, Amazon, Salesforce, ServiceNow, Adobe, SaaS, AI, Platforms, CRM, CCaaS.
What schools did Jason H. attend?
Jason H. attended Itt Technical Institute, Utah State University, University Of Utah, Leadership, Pmo, Pm Itil Training Classes, Gonzaga University.
Free Chrome Extension
Find emails, phones & company data instantly
Aero Online
Your AI prospecting assistant
Select data to include:
0 records × $0.02 per record
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial