Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Personal Information
Awards
Timeline
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Jason Hughes

Jason Hughes

Syracuse,UT

Summary

A visionary CX Leader, change agent with a comprehensive career spanning across project management, operations support, incident management, and championing the voice of the customer in service delivery. Talented professional considered knowledgeable leader and dedicated problem solver. Brings 15+ years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating Teams, projects, programs and improvements.

Overview

20
20
years of professional experience
5
5
Certification

Work History

Consulting Client Services as Sr. Dir Operations, Success, PM & Program Digital Products

OpenAI
01.2024 - Current
  • Advisor and Consultant for Project Management along with Operations Support Leadership Leadership Supporting companies as a CX Liaison that helps represent companies' requirements in major deployments and planning around CRM, SaaS Integrations, Cloud, and Tech Support AI and Operations.
  • Turnarounds are focused on KPI improvement in Satisfaction and Resolution both for internal employees and customers. Jason has achieved hitting all KPIs around OKRs consistently for 15 years. 25% improvement.
  • Improved project efficiency by streamlining communication and implementing effective time management strategies.

Founder

Team Humanity
12.2023 - Current
  • Artificial Intelligence (AI) The World needs Humans that actually care about Humans
  • We shouldn't replace FTE (Employees) just by using AI
  • We need to find ways to help Humans do more and be more successful
  • Artificial Intelligence as a Service (AIaaS) Team Humanity is for Keeping It Human and using AI to help us all, not replace us
  • Focus on Service, Operations, Tech Support and Engineering.
  • Directed market expansions to propel business forward, meet changing customer needs. Registered Trade-Mark and negotiation to sell business name and domain.
  • Negotiated terms of business acquisitions to increase business base and solidify market presence.

Principal Consultant -Digital Product/Programs Enterprise Tech Support, & AI Operations/CX Success

Jason Hughes CX, AI, CRM, SaaS Support Leadership
01.2013 - Current
  • Jason is a highly experienced Director of Customer Experience, Customer Success & Support, currently operating as a full-time Private Retained W2/1099 Consultant, CX Advisor
  • Specializing in ITIL and ITSM with a firm emphasis on the Voice of the Customer (VOC), he possesses a deep passion for driving customer satisfaction and success.

Director of Technical Support CX Customer Success Services

Loftware
06.2022 - 01.2024
  • Private Equity owned (aKKR)/ (Riverside Partners) Employer 2022-2023 Loftware.com Dept: Global Customer Success Team Role: Loftware Director, Tech Support Contact Center -Multiple Products/Platforms, Multiple Sites in USA, UK, Europe, and Asia
  • Left end of 2023 due to Onsite/Hybrid changes for future Org and deciding not to be a super commuter
  • I live in West/Travel cost/ Work-Life Balance.
  • Streamlined incident reporting procedures, resulting in more accurate data capture and analysis capabilities.
  • Managed customer contact center with 100 support representatives.

Private Retained W2 1099 Consultant Digital CX Leaders Contact Center CRM, SaaS

JasonHughes.AI 1099 And W2
01.2013 - 01.2024
  • When Support Needs Support-Hands On, Strategic CX
  • A visionary CX Leader, change agent with a comprehensive career spanning across project management, operations support, incident management, and championing the voice of the customer in service delivery.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
  • Drove business expansion by identifying new markets, conducting research, and developing targeted marketing campaigns.
  • Assisted with sales and marketing strategies to foster achievement of revenue goals.
  • Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.
  • Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.



  • CLIENTS/EMPLOYERS : W2/1099- 2024 OpenAI Current Freelance
  • 22-Jan 24 Loftware.com -Dir Tech CX Global Support (Printing Label Software Platforms) Global TSE teams
  • 1099 Advisor/Consultant- Also supports conferences and groups involved in such work in the larger AI community: 22- zstacklife.com, Godaddy.com 21- Modernatx.com, Henryschein.com, Airbnb.com, Unifirst.com, JnJ.com 20/21-Workfront.com Adobe Experience Cloud Director Support (M&A) 19- Arrow.com, Aramco.com, ServiceNow.com 18- Chartercare.org
  • Pmh.com 17-Well.com 13/15- jeunesseglobal.com 17/18- Gonzaga.edu, Pearson.com 16/17- DigicelGroup.com, (Souq.com) Amazon/AWS Connect 16- Boostability.com / Google SEO Affiliate (Europe) 14/15- Marriott.com, Sr
  • Dir CX Planner Technology
  • (Largest Salesforce ever implemented in history) ServiceCloud 13/14/15- boozallen.com, GD.com-CX Consultant blackturtleinc.com Iggbo.com, zappos.com, zulily.com, a16z.com, Zendesk.com, Salesforce.com Freelance- CX, AI, CRM and Digital Content and Art, along with Customer Service Champion using Customer Success, Agile, Technology Best Practices from 2012-2022 EMPLOYEE 2000/2012- eBay.com/PayPal.com -Global Sr. Manager Operations & Product/ PMO/Sr. PM
  • Aligned closely with business owners and employees to gather information and gain operational insight.
  • Implemented best practices to optimize clients'' organizational performance, leading to improved operational efficiency.

CX Director, Customer Experience, Customer Support - Engineering Global Product & Tech Support

Adobe
01.2020 - 02.2021
  • Workfront.com Director Global Tech Support Teams USA, UK, Europe
  • Prepared team to be acquired by Adobe- (SaaS) / Took team to Remote Dispersed Team status successfully
  • 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 Enablement
  • Handoff was $1.5B Successful Acquisition
  • On Team for planning GTM and Strategy for the M&A.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Evaluated company documentation to verify alignment with regulatory requirements.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.

Principal CX Operations Leadership Advisor Digital Transformation

Jasonhughes.ai
01.2013 - 12.2019
  • Jasonhughes.ai (Silicon Slopes UT) & Remote USA, UK, EUROPE- Ireland, Sweden, Slovenia, Germany, Netherlands, Armenia, Greater London marketplace ASIA- Philippines, Singapore, China, Japan MIDDLE EAST- UAE Dubai, Egypt, Saudi Arabia Jasonhughes.ai Formerly JasonHughesConsulting.com PLLC 2013 through different intervals through 2023
  • 1099 or W2 acting as Interim Director/VP/CS Lead CX CS and Sr
  • PMO, Sr
  • Lead PM experience in management consulting, client facing engagement delivery, (Product/Program/Projects/Operations Playbook in CX) Jason knows the market, the product, the product line, and the competition and capabilities
  • Product digital support, teamwork, and global process and acts as Advisor/ Interim Leader for Operations and CS CX Operations.
  • Built and maintained relationships with clients to provide ongoing support.
  • Improved processes by recommending operational changes.
  • Enhanced client satisfaction by providing expert financial advice and personalized investment strategies.
  • Analyzed functional and technical requirements for Customer Experience improvements in People, Process and Technology continuous improvement.

Program M&A Souq Consultant AWS, Connect Also Executive CS Consultant Zappos Aquisition

Amazon
12.2013 - 01.2017
  • Middle East- Global Contract Cloud Operations Dubai, Cairo, Kuwait, Saudi Arabia ROLE: Former Executive Consultant and Affiliate-Senior Program and Project Mgt
  • Planning for Customer Support, B2B Customer Success
  • 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
  • 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
  • Large scope of programs, managing across many initiatives in EMEA to US alignment in CX work
  • Digital Acceleration/Transformation Improving Customer Experience under scalable Cost Structure: With a focus on Enterprise Enablement, Big Data and Analytics, Applications Rationalization Cloud 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.
  • Analyzed data sets to identify trends and opportunities for process improvements within client organizations.
  • Created and developed detailed work plans to meet business priorities and deadlines.

eBay PayPal Global Sr. Management Leadership in CX Support, Product/Project/PMO

eBay
11.1999 - 11.2012
  • San Jose, Salt Lake City, Dublin, Berlin, Vancouver, Budapest, Manila, Omaha eBay's early growth CX Pioneer into one of the Internet's leading commerce brands 1999 Contractor Set up eBay VeRO Legal Team Support Lead/Supervisor 2000-2004 Pioneer of eBay & PayPal Support Operations promoted Manager 2004-2012 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 GMV VOC- CX/UX Product, Product Projects/Systems eBay Sites, Innovation Hub, and 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 Detection Lean Six-Sigma Blackbelt discipline/SDLC Agile Processes/Agile/Scrum CS 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
  • Crossfunctional 200+FTE.-Jason (Pioneer) of VeRO (Intellectual Property Enforcement Legal CS Team), Account Take-Over, CS Security/ Merchant B2B Fraud /Professional Fraud
  • Tech Support, Product Support
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Drafted clear technical documentation, detailing product design specifications.
  • Developed and implemented preventive maintenance procedures.
  • Recommended software solutions, built custom software proposals and developed presentations.
  • Identified new ideas, products and/or features that improved customer satisfaction, reduced costs and kept product line in forefront of industry.
  • Recommended solutions, built custom proposals, prepared supporting information and delivered presentations to boost sales.
  • Provided clear and timely technical data required for design and specification of product.
  • Streamlined escalation processes by creating structured guidelines for support staff.

Education

Bachelor of Business Administration - BBS Computer Science, Technology & Business -

ITT Technical Institute

BIS, Business Information Systems Undergraduate -

Utah State University

Certification, Internet, WebMaster Internet Communication Certification Program -

University of Utah

Post Grad and Certification courses, People Leadership Mentor Management -

Leadership, PMO, PM ITIL Training Classes

Staff-Digital Consultant SaaS IT Advisor, Information Technology -

Gonzaga University

Skills

  • Contact Centers Leadership / Cross Functional Teams
  • Account Management Customer Success
  • Continuous Improvement Lean Agile Six-Sigma
  • Agile and AI Work flow planning
  • Technical 15 Years of Support Operations
  • Portfolio Management
  • Project scope analysis
  • Project scope
  • Lean principles
  • Performance Improvements
  • Team Collaboration & Development

Accomplishments

  • Increased company revenue by $16M by reducing 2M contacts at eBay & PayPal. Also redesigned the Registration flow and pages for the Homepage of eBay in 2010-2011.
  • Met all KPIs and Service level goals for over 15+ Years consistently for each client and employer.
  • Improved customer satisfaction ratings by 15% by Training teams and increasing knowledge with Enablement and Self-Service Flows along with development of a Knowledgebase.
  • Reduced FTE, Increased Productivity in every company I've consulted for. In full-time employment roles I've scaled teams with Global Growth by over 28% on average Year over year.
  • Successful Career in Customer Experience for many clients and employers on the Global Stage of Silicon Valley and Fortune 500 companies. Have led over 2000 people over a career supporting technology teams.

Certification

  • Customer Service Leadership/Management Essentials Course/Leadership Principles Course
  • CPAM Project/Program Management
  • Black-Belt Six Sigma
  • Mentor Manager Leadership
  • PMP PMI Certification W. Hughes Since 2012
  • AI Certification 2023
  • Salesforce, Zendesk

Personal Information

Title: Customer Experience and Success Leadership Director, Advisor in People, Process Digital Technology Consultant in Project Management for CRM SaaS & AI Service Delivery

Awards

  • National Recognition for Company based on Innovation World's Most Innovative Companies
  • Making the Difference Award
  • 2007 National Medal of Technology and Innovation Team Award for Technology Team
  • 2010 Top Critical Talent Performance Award
  • Critical Talent Contact Reduction Champion Operational Excellence Award

Timeline

Consulting Client Services as Sr. Dir Operations, Success, PM & Program Digital Products

OpenAI
01.2024 - Current

Founder

Team Humanity
12.2023 - Current

Director of Technical Support CX Customer Success Services

Loftware
06.2022 - 01.2024

CX Director, Customer Experience, Customer Support - Engineering Global Product & Tech Support

Adobe
01.2020 - 02.2021

Program M&A Souq Consultant AWS, Connect Also Executive CS Consultant Zappos Aquisition

Amazon
12.2013 - 01.2017

Principal Consultant -Digital Product/Programs Enterprise Tech Support, & AI Operations/CX Success

Jason Hughes CX, AI, CRM, SaaS Support Leadership
01.2013 - Current

Private Retained W2 1099 Consultant Digital CX Leaders Contact Center CRM, SaaS

JasonHughes.AI 1099 And W2
01.2013 - 01.2024

Principal CX Operations Leadership Advisor Digital Transformation

Jasonhughes.ai
01.2013 - 12.2019

eBay PayPal Global Sr. Management Leadership in CX Support, Product/Project/PMO

eBay
11.1999 - 11.2012

Bachelor of Business Administration - BBS Computer Science, Technology & Business -

ITT Technical Institute

BIS, Business Information Systems Undergraduate -

Utah State University

Certification, Internet, WebMaster Internet Communication Certification Program -

University of Utah

Post Grad and Certification courses, People Leadership Mentor Management -

Leadership, PMO, PM ITIL Training Classes

Staff-Digital Consultant SaaS IT Advisor, Information Technology -

Gonzaga University

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