• Defined the product vision and prioritized core engagement bets for a 0-to-1 AI-native pet companion app based on user interviews, behavioral data, and market research; launched beta, shipped key features, and increased daily interactions by 30%.

• Identified multimodal interaction as a high-upside engagement opportunity for the multi-turn AI chat experience; shipped the first image-based feature, drove adoption to 18% of chat users within 6 weeks, and built guardrails, a golden dataset, and an eval pipeline to improve response quality as models evolved.

• Used rapid prototyping with v0 and Claude to test critical user flows before engineering investment, helping validate demand, reduce product risk, and sharpen scope and rollout decisions post-beta.

B2C e-commerce Product Manager of Customer Experience & Member domains.

• Mostly responsible for end-to-end after-sales customer journey processes.

• Defining user-centric strategy and roadmap providing both after-sales and user experience journeys to be smooth, safe, and legal for an international e-commerce platform.

• Working closely with other teams, such as marketing, growth, data science, and customer experience to ensure that the product meets the needs of both customers and the business.

• Prioritizing backlog items, managing Jira boards, explaining business and technical requirements to the engineering team, and providing accurate ETA to the stakeholders.

• Conducting market research and analysis to determine customer needs and preferences.

• Execution of Scrum rituals, tracking team productivity, and liaison between development teams for technical decisions in mutually affected tasks.

• Monitoring project outcomes based on business KPIs across teams from various disciplines (mobile, web, mobile-web, checkout, delivery, data engineering, legal, and CRM).

• Delivered weekly releases with two agile teams of 20+ engineers. Managed the CX tool utilized by customer service agents for post-sales support, and oversaw the membership team responsible for maintaining 45M active customer relations information.

• Built continuous VOC (V oice of Customer) loops through in-product feedback and monthly ops syncs; ran usability sessions to translate agent insights into workflow improvements, cutting task time by 15% and raising CSAT from 54% to 77%.

• Translated product strategy into execution for a multi-channel Notification Hub supporting 20M messages per month across email, push, and SMS; aligned stakeholders on scope, delivered 98% reliability, and generated $2M savings annually.

• Identified in-house survey tooling as a strategic opportunity to improve feedback quality and reduce vendor dependency; led 0-to-1 development of an in-app survey system that increased completion rates to 85% and saved $3.2M annually.

• Delivered an automated ticket creation workflow integrated via APIs to reduce ticket creation time from 3 minutes to under 60 seconds, cutting AHT by 22% and improving agent productivity in day-to-day operations.

• Executed a behavior-based loyalty engine leveraging real-time customer segmentation and rule-based triggers, achieving a 2.5× increase in reviews, 30% uplift in new-channel purchases, and 40% higher order frequency during campaign periods.

• Launched a voice-enabled survey system across outbound IVR channels by integrating speech recognition via custom APIs to personalize interactions, resulting in a 12% increase in response rates through more conversational feedback collection.

• Led the development of a Task Management Module for insurance sales teams, leveraging automation and real-time analytics to streamline workflows. Improved operational efficiency, reduced errors, and enhanced cross-functional team productivity.

• Led the migration of user preferences across six companies to a third-party compliance platform, ensuring legal alignment and seamless integration. Managed stakeholder collaborations, and third-party integrations, preventing $900K in potential losses.

• Analysis of business needs with the latest technological advancement to drive product-forward customer experience methods

• Created UI/UX wireframe prototype and follow-up CRM tools' design to match up-to-date trends.

• Coordination and alignment of development, security, and legal teams; business units; and design partners. Scheduling integration and implementation of external units' services.

• Planning product strategy and roadmap, understanding business requirements, developing business flows, and managing relations with internal and external stakeholders.