Onboarding Manager / Account Manager at Amazon (2019-06 – 2024-07)
Amazon Transparency Brand Protection Program - A product serialization and anti-counterfeiting program within Amazon Brand Protection. It uses item-level unique serial codes, supply chain traceability and authenticity verification to help global consumer brands reduce counterfeit risks across online and offline channels and improve product authenticity and channel control
- Guided newly contracted brands through the Transparency onboarding workflow; supported 800+ Amazon brands in onboarding, configuration, product enrollment and early-stage usage, with overall KPI consistently ranked Top 3 in the team
- Built a pre-launch issue check and progress tracking mechanism to identify onboarding and downstream process risks early and accelerate completion. Maintained brand progress records with client status, next actions and expansion opportunities, enabling long-term account managers to take over quickly and continue account operations
- Managed existing seller operations and support, achieving annual protected product activations of over 2,000,000 units
- Built a brand operations tracker; segmented clients by Transparency code usage, OPR progress and product enrollment volume; followed up by priority and life cycle; and standardized frequent issue handling for code requests, ASIN enrollment, labeling exceptions, FBA scan failures, OPR blockers and billing issues. Used batch emails, support for Amazon store related issues and 1:1 key account follow-up to drive more ASINs in Transparency
- Served as Point of Contact (POC) for China account manager (AM) team of the self-service registration system and portal, driving 33,000 brands to shift from manual operations to self-service and improving sales registration efficiency by 20%
- Collected business requirements from frontline teams and mapped user scenarios, pain points and permission configuration needs for self-service registration and portal access management; participated in testing and go-live validation for registration flows, account permissions, user roles and portal access paths
- Reported defects to US product/technical teams and supported feature optimization; owned China rollout, developing operating guides, communicated usage rules and team Q&A to improve self-service adoption and permission management efficiency
- Served as China AM POC and supported the China Program Manager (PM) in multiple rounds of pilot testing with brands and the US product team; collected feedback from China brands on permission assignment, operating paths and feature usage, supporting smooth adoption by hundreds of thousands of Transparency brands
- Owned Chinese content localization for reminder emails, portal pages, button labels/fields and internal/external operating guides; aligned with Legal, Marketing, and UX teams to review and sign off to ensure smooth China launch of global features
- Tracked post-launch feature issues and independently built a portal operating guide, integrating existing platform functions into user and manager guides to reduce repeated communication between brands and AMs and help managers locate issues quickly and provide standardized responses
- Independently built an internal QuickSight reporting guide from scratch and led version upgrades, expanding usage from 20 account managers to 80 managers across the Transparency China team
- Selected core business data tables and created a 50-page standardized guide, breaking basic operations, single-table interpretation, multi-table applications and common fields into actionable steps for faster data queries
- Iterated the guide based on feedback, organized walkthrough sessions, and submitted reporting issues to US teams for optimization and fixes, enabling data tools for daily issue diagnosis and operational analysis
Operations Manager (Experiences BU) at Trip.com Group (2017-12 – 2019-03)
- Within 3 months of launch, the Korean site surpassed the main English site in weekly Gross Merchandise Volume (GMV) and maintained approximately 10% Week-over-Week (WoW) growth; led cherry blossom season and other campaigns with Return on Investment (ROI) consistently above 3
- Owned launch coordination for the Korean and English sites for Trip.com and post-launch operations for the Korean site, covering destination product setup, content localization, supplier coordination and campaign conversion optimization
- Reduced defects in key performance indicators by 75%-90% across booking window, pricing, cancellation rules and confirmation time through competitor benchmarking and supply chain issue remediation
- Identified key gaps in product rules, confirmation processes and page information based on competitor performance, product conversion journey and fulfillment experience, and drove supplier & internal optimization
- Built a translator pool from scratch and established multilingual content operating standards; achieved zero delivery errors through supplier scheduling and second-round quality review
- Managed translation, proofreading, delivery, and feedback workflows for product information, campaign content and site pages, improving multilingual content accuracy and stability
- Independently led destination selection for site launches, product sourcing and front-/back-end setup for 2 language sites, and built a dedicated legal materials repository to ensure successful end-to-end site launches
- Served as launch operations POC for Korean and English sites, coordinating global destination owners, suppliers, translators, legal and tech teams to move product setup forward, page launch and compliance materials documentation
Marketing Specialist at Shanghai Zhiyu E-commerce Co., Ltd. (2017-01 – 2017-10)
- Managed paid promotion data analysis and modeling and competitor benchmarking for Disney and NOMOS; achieved Disney ad Click-Through Rate (CTR) 350% above industry average, conversion rate 213% above average and average campaign ROI of 7.0x
- Monitored NOMOS market performance and optimized paid traffic allocation to keep the brand's marketing contribution stable at 55% of total store revenue
- Led early operations of 3M's official Zhihu account; combined seasonal topics with product features to publish multiple high-engagement articles, achieving 350% follower growth within 3 months
- Served as project owner for JD and Taobao crowdfunding projects, leading full lifecycle management from topic selection, pricing and commercial negotiations to planning and execution, ensuring on-time launch and delivery against client sales targets
