Jessie Hawkins

About Jessie Hawkins

I\'m a strategic program manager driving AI-powered transformation and data-driven client delivery.With extensive experience leading complex, cross-functional programs and managing client relationships at scale, I specialize in identifying, prioritizing, and implementing AI and automation solutions that deliver measurable business impact. My program management and client delivery foundation enables me to bridge the gap between emerging technology and practical business outcomes.My expertise centers on:Program Management Excellence - Leading complex, multi-stakeholder initiatives from discovery through delivery with proven success at scale.AI Strategy & Implementation - Translating business challenges into automated solutions that drive efficiency and growth.Client Success & Delivery - Extensive experience in client-facing roles managing enterprise relationships and building frameworks that enhance customer experience and operational performance.ROI-Focused Solutions - Using data analytics to prioritize initiatives based on customer impact, cost savings, and productivity gains.Currently at Twilio, I lead post-sales AI and automation programs that have reduced manual processes by up to 80% while improving customer satisfaction metrics. Previously serving enterprise clients as a project manager on the Professional Services team, I bring deep client relationship experience to my strategic program work. My approach combines strategic thinking with hands-on execution and client collaboration, ensuring technology investments deliver tangible value for all stakeholders.

Experience

1. Program Manager

   Twilio

   Oct 2024 — Present

   Leading AI-driven transformation initiatives that deliver measurable ROI and operational excellence across professional services, customer success, and support operations.I spearhead strategic AI and automation programs that revolutionize how Twilio Segment serves its customers post-sale. Through data-driven discovery and stakeholder alignment, I identify and prioritize high-impact AI and automation opportunities that drive customer NPS improvements, operational cost savings, and team productivity gains.Key AI & Automation Initiatives:AI-Powered Customer Support Integration - Architected strategy to integrate Segment into Twilio\'s AI copilot, enabling intelligent customer assistance for support, onboarding, and troubleshooting workflows.Automated Customer Data Maturity Assessments - Developed AI agents that calculate customer milestones and generate actionable insights within Twilio Segment\'s data maturity model, reducing manual assessment time from 5 hours to under 1 hour (80% efficiency gain).Intelligent Inbox Management - Implemented shared AI agents for scaled customer email processing, enhancing response quality and team productivity.Salesforce Process Automation - Deployed workflow automations that eliminate manual tasks and streamline team operations across post-sales functions.Additional Programs:Community: Transforming Twilio Segment\'s customer community into the premier digital engagement hub with customer-to-customer communication, educational content, and product updates.Post-Sales Playbook: Establishing standardized delivery frameworks across Customer Success, Professional Services, and Support teamsImpact & Approach:I leverage strategic thinking and data analysis to design solutions that contribute toward our organizational OKRs and Twilio\'s customer goals, supporting our renewal rate target. My work focuses on cross-functional collaboration, stakeholder management, and delivering measurable outcomes.

Skills

• Social Media
• Marketing
• Branded Content Development
• Native Advertising
• Spanish
• Adobe Creative Suite
• Marketing Communications
• Digital Media
• Advertising
• Social Networking
• Media Relations
• Research
• Photoshop
• Public Speaking
• Microsoft Word
• Facebook
• Training
• Event Planning
• Microsoft Office
• Social Media Marketing
• Public Relations
• Market Research
• Powerpoint
• Nonprofits
• Wordpress
• Editing
• Event Management
• Graphic Design
• Blogging
• Indesign
• Copywriting
• Press Releases
• Microsoft Excel
• Data Analysis
• Online Marketing
• Fundraising
• Photography
• Project Management