Taiwan

Customer Experience (CX)

Generalist Product Management

Technical Product Management

Customer Success Management

Program Management

Project Management

Cologne Business School - Exchange Program

University of California, Berkeley - Summer Session

Joyce Su

Product Manager II

Usability Testing

Relationship management

Quantitative research

Public Speaking

Product analytics

Product strategy

Prototyping

Qualitative research

Communication

Collaboration

Problem-solving

Time management

Critical-thinking

Empathy

Team player

Organisation skills

Presentation skills

Customer service

Conflict resolution

Stakeholder management

Leadership

Project management

Negotiation

Analytical skills

Business intelligence

Integration Testing

User research

Product roadmap

Trello

ChatGPT

Figma

GitHub

Intercom

Jira

Notion

Confluence

REST API

Balancing catalog quality and listing speed leveraging LLMs and Computer Vision tools.

With $1.88 billion in revenue in 2023, Ubiquiti is an global leading company focusing on networking and wireless communication solutions.

• Defined and prioritized product features and roadmaps by conducting in-depth market discovery and analysis on a newly established product line, resulting in over 1 million in revenue within 2 days after product delivery.
• Accomplished seamless integration of complex service architectures and APIs by managing end-to-end agile software development and coordinating across firmware, mobile App, and web backend team to ensure  transparency and smooth delivery.
• Built and maintained strong relationships with key stakeholders, driving alignment on project goals and achieving ahead-of-schedule delivery and risk reduction in a 0-to-1 product environment.

• Launched new service products in 3 countries within 6 months by coordinating cross-functional teams and defining comprehensive system workflows for order management, warehouse operations, and customer service on the e-commerce platform. 
• Increased participant engagement of the Device Maintenance Program by 1.5 times by scaling it to all product lines and implementing pick-up service during pandemic. 
• Designed and implemented data monitoring dashboards to track and analyze customer satisfaction across various aspects, which led to faster damage control and improved CSAT and NPS scores by providing actionable insights in complex and evolving service domains.

• Established key metrics to improve customer onboarding retention rates and long-term engagement, resulting in initial month healthy customer rate > 75% and long-term active customer rate > 87.5% within 6 months.
• Implemented automated system onboarding flow for customers in Hong Kong, Malaysia and China and increased engagement by 2%.
• Partnered with internal engineering teams to provide customized ERP and CRM system API integration solutions to high-revenue enterprise customers.
• Supported sales team to educate customers with product information and services during workshops, and successfully cross-selled more than 30 SMBs within 3 months during strategic price adjustment.

• Analyzed customer feedback and collaborated with scrum team members to utilize Jira and develop more than 10 application features related to membership, promotion and order management.

• Secured high service evaluation scores by identifying and escalating a mystery shopper case, demonstrating strong attention to detail and a commitment to service excellence. 
• Delivered high guest satisfaction through proactive service by anticipating and addressing VIP guests’ needs and ensuring positive recommendations and feedback. 
• Initiated an internal service innovation sharing contest to encourage new ideas and maintain positive working relationships and communication with others.

Planned and generated landing page materials including Title, Description & Keywords A/B testing focusing on Taichung & Kaohsiung’s properties, resulting in organic traffic +400% and revenue +45% growth.

• Wrote advertising copy and planned media PR promotion for large traditional industry companies such as HTC, JAC Motors and Haier, focusing on new product launches. 
• Held venture capital events and wrote press releases for clients to increase media exposure. 
• Conducted competitive product analysis for our clients to design suitable PR campaigns.

Joyce Su🇹🇼