Jason Hays Email & Phone Number

San Jose, Ca, Us

• Develop and execute communication strategies for IT, platform technology, and cyber security programs that focus on employee engagement and strategic priorities.• Lead a highly skilled communications team managing multiple channels to implement enterprise-wide initiatives.• Coordinate and finalize approvals from legal, brand, security, compliance, and reputation management for sensitive and leadership communications.• Partner and advise leadership to elevate key business successes through multiple channels including communications, newsletters, blog posts, internal social media, and employee intranet stories.• Produce monthly live interview web series with CTO and technology leadership to discuss key business initiatives and achievements. Coordinate live Q&A and follow-up employee engagement. • Cross-pollinate storytelling with business unit content to create transparency and inspire trust in technology.• Oversee technology communication enhancements for the content management tool focused on governance, scaling automation, and uplifting quality and consistency.• Manage CTO-led Employee Technology Newsletter and Internal Blog outlining priorities, successes, and initiatives to educate developer teams and align project strategies. Monthly engagement rate of >17,000 employees.• Analyze and segment audience needs to target and focus communications by persona, region, and business function.• Leverage employee feedback, system metrics, and help desk data to develop creative, effective, and actionable communication strategies for targeted employee audiences.• Curate and maintain global knowledge base for all employee technology. Align ongoing product updates, changes, and enhancements with highly engaging knowledge to reduce employee churn of technology self-service. • Use key communication metrics to influence best practices, make strategic decisions, and align different communication channels.

San Jose, Ca, Us

• Collaborated with program leads, managers, technicians, and other stakeholders to kick off projects with technical communication needs.• Distilled complex technical content into simple, easily understandable, and engaging employee communications.• Researched, tested, and mapped out product and system attributes, processes, technical specifications, and guides to communicate project specifics accurately and effectively.• Managed feedback processes with stakeholders and leaders.• Created, edited, and finalized user guides, communications, and release plans for internal technical projects.• Developed curricula for training.• Segmented and managed user lists, cross-checked for accuracy with existing user data, and managed execution.• Analyzed executive impact and coordinated separate communication workstream for executive rollout.• Worked with leaders to effectively communicate from the top down.• Created content, coordinated design, and managed distribution for marketing materials including visuals, infographics, videos, slide decks, and internal site materials.• Monitored, evaluated, and measured impact of corporate system outages and incidents. Created communications, segment audience, and delivered timely communications to reduce employee impact and downtime.

• Worked with cross-functional teams to gather highly technical, pertinent data for IT communications.• Researched, wrote, and edited global communications for distribution to all employees.• Gathered and managed content from global vertical teams for company-wide newsletter.• Created and managed IT style and content guide.• Coordinated, managed, and implemented all communications and training for IT separation of eBay and PayPal.• Produced employee-facing training to implement voice, tone, and communications regulations.• Created a functional intake process to ensure all teams route all requests through the communications team.• Completely eliminated unregulated IT communications.

Geneva, Ch

• Worked with Chief Marketing Officer, designers, project managers, and user experience professionals to create on-brand content for BillFloat, SmartPay, and SmartLine brands.• Worked with C-level executives on content for speeches, corporate communications, and talking points for corporate events.• Researched new product attributes and spearheaded projects to enhance customer satisfaction, understanding, and retainment.

San Jose, Ca, Us

• Collaborated with product managers, user interface designers, and web developers to strategize optimal customer experience for PayPal.com. • Developed content and user experience messaging for web pages, help center, mobile devices, game console checkout, and in-store PIN pads. • Produced compelling, well-organized, and effective content that communicated product attributes, supported SEO optimization, solved user needs, and supported business objectives. • Maintained quality standards, brand voice, and legal compliance. • Managed translation and localization to 20+ languages for international content projects. • Worked with management to identify, hire, and train top industry talent to build content team. • Senior content strategist for in-store point-of-sale delivered to over 3,000 stores for 16 major retailers. • Defined standards and qualify needs of the content team for emerging content management system.• Led content and user experience for 12 special projects including PayPal Wallet, Adobe Checkout and iPad App.

Austin, Tx, Us

• Worked with in-house design team to create innovative, effective, and cohesive content for over 600 products. • Ensured content and design elements were in tandem and communicated product attributes effectively. • Established and maintained strong, individual voice for Whole Foods Market for different media, including packaging, Website, signage, brochures, and in-store communication. • Collaborated with internal and external experts to research product attributes and translate information into copy. • Used creative briefs to develop content for multiple projects under strict production deadlines. • Wrote and edited product content in web-based content management system.• Increased private label sales 24% over prior year with redesign of over 400 SKUs and addition of new copy. • Improved packaging accuracy to 99%. • Differentiated Whole Foods Market Private Label with unique voice for each brand.

Austin, Tx, Us

• Researched, created, and managed internal and external customer service messaging. • Developed product resources including in-store digital literature, messaging, and external FAQs. • Coordinated between global quality standards, marketing, and private label to align company-wide messaging. • Initiated, built, and maintained allergen-product database. • Hired and trained customer service team. • Corresponded with customers via phone and email to resolve escalated product incidents and complaints.• Implemented monthly customer service reporting to increase product quality and revenue. • Taught weekly, brand-focused educational classes to new team members.• Decreased customer service research hours 60% by creating and managing extensive template system for FAQs.• Reduced inquiries by 20% through empowering team members and customers with product information on internal and external websites.• Exceeded customer expectations by personalizing communication, sending products and building lasting relationships.