Jason H. Email & Phone Number

San Francisco Bay Area

Doing 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

MEDIA 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)

San 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.

Seattle, 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

Portsmouth, Nh, Us

Private 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.

San Francisco, California, Us

ROLE: Digital CX Operations Consultant: (Professional Services Independent Leadership Contractor) Solutions Leader/Professional Services/ Solutions Management Lead/Interim Executive Consultant

San 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.

Jason 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.

San Francisco, California, Us

Professional 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.

San Jose, Ca, Us

eBay’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

Bachelor Of Business Administration - Bbs Computer Science, Technology & Business

Bis, Business Information Systems Undergraduate

Certification, Internet, Webmaster Internet Communication Certification Program

Post Grad And Certification Courses, People Leadership Mentor Management

Staff-Digital Consultant Saas It Advisor, Information Technology