Waseda University

Product Manager

Product Manager @ WhatsApp

Driving Quality initiatives around the AI assistant for the Portal, Oculus, and Ray-Ban Smart Glasses product lines.

Product Manager @ Reality Labs

Drove international growth for Facebook, particularly in Emerging markets. Included both optimizations and bold 0 to 1 bets.

Product Manager @ Facebook

Lead a Product Ops team. Day to day included daily data analysis using SQL/charting tools, brainstorming & prioritization sessions with Eng, gathering internal stakeholder feedback, writing comprehensive product specs, and managing development progress over Jira. Example projects include:

-Web and mobile self-service – Workflows for both consumers and drivers to report and receive instant help on delivery issues such as missing items, contributing to 40% decrease in contact rate
-Automating substitution of out-of-stock items – adding “backup choice” to checkout flow and improving internal tool used to place thousands of orders daily
-Internal payment management tool – enabled team look up driver pay records and manage bonus payments, reducing time spent by team on pay-related issues by over 50%

DoorDash

Product Operations Manager

I helped set the foundation that would scale the Support Org from 35 to 500+ members. Led a number of projects across product, analytics and operations, including:

-Established the team’s benchmark metrics and used SQL, charting tools to build out reporting relied on company-wide to track key contact drivers, and customer service SLAs
-Launched live chat support on mobile and desktop platforms across three user groups, leading to 20% increase in contacts handled per hour
-Lead the transfer to, and configuration of new CRM (Zendesk), enabling the team to collaborate across several continents
-Piloted training of international support vendors, and used feedback to oversee several iterations of internal support tools

Senior Product Specialist

-Recruitment and management of an internal team of 5 talented Translation Project Managers
-Coordinate with a crowd of thousands of translators to reliably deliver high-quality, high-volume translation projects on time
-Create, document, and iterate on workflows that have enabled company to handle size and complexity of  Enterprise-level translation projects
-Identify strategic opportunities to scale the business and regularly present to VPs and C-level management team
-Work closely with Product and Engineering to prototype and launch new services and tools
-Have gained trust and repeat business from dozens of Enterprise-sized customers ($10k - $1MM+) including TripAdvisor, ChannelAdvisor, Rakuten, Plain Vanilla Games (Quizup), Eventbrite
-Team regularly hitting 95%+ on-time completion while costing less than 6% of project revenue

Gengo

Director of Project Operations

-Built a multi-lingual, global Customer Support Team from scratch
-Trained agents to be creative problem solvers, dedicated to delivering happiness through compassion towards users
-Mediated  between a demanding customer base and a talented team of translators to ensure the fairest outcome for both parties
-Managed forums, email ticketing system and KPI monitoring via Zendesk
-Regularly worked with Product/Engineering as customer advocate to help prioritize both features and bug fixing
-Built foundation for team to regularly hit <60 minute reply times and 95%+ weekly satisfaction ratings

Head of Customer Experience

-Wrote and managed SEO/SEM campaigns dedicated to both Customer and Translator Acquisition
-Managed and wrote content aimed at establishing the then young startup's authority, including a research intensive Going Global whitepaper: http://blog.gengo.com/globalization-white-papers/

Marketing Associate

Conducted English lessons with dozens of Tokyo Business Execs, tailoring lesson plans for varying skill levels and goals

Timothy Wong