Ecommerce Product & Marketplace Leader

Launched and scaled cross-border ecommerce operations for 10 APAC exporters across Amazon, Shopify, eBay, Temu, and other marketplaces. Automated workflows with the DeepSeek API and created SOP playbooks that enabled client teams to operate independently.

Implemented multilingual AI customer service agents using Gorgias and Lyro, improving first-contact resolution by 10% and reducing inbound support tickets by 5%. Automated localization through Smartcat and Smartling, deployed AI-led ad copy and demand forecasting, and tested Lovable landing pages and checkout flows that improved conversion by 3%.

Owned the vision, roadmap, commercialization, and launch of Amazon's EU Seller Compliance Portal. Partnered with Engineering, Design, Data, and Legal to build a self-service platform for EPR, GPSR/RsP, and DSA services, reaching 98% compliance across 300,000+ sellers, 85% adoption, 93% retention, and an estimated $20M+ in annual revenue.

Created seller-experience dashboards, Voice of Seller programs, sentiment scoring, and commercial operating cadences that reduced activation time by 40% and improved issue resolution from 70% to 90%. Led training for seller engagement and audit teams, managed 12 APAC vendors and partners, reduced costs by 30%, and developed GTM strategy for Chinese cross-border sellers entering EU markets.

Managed P&L and ecommerce operations for 50 leading FMCG brands across Amazon US, EU, and APAC, including supplements, personal care, beauty, and baby products. Achieved 109% of revenue KPI and 28% year-over-year growth, earning the 2021 Amazon Leadership Award.

Launched B2B onboarding for 16 brands, increasing B2B conversion by 150%, and expanded Selection Guidance across the US, EU, and Japan. Owned listing automation for 250+ SKUs, increased FBA adoption to 95%, led digital marketing programs, and directed a COVID-19 quality compliance program supporting $5.4B in sales.

Owned Costco ecommerce businesses in Taiwan and China, including P&L, merchandising, membership, marketing, logistics, customer service, operations, and system enhancements. Led a 24-person team that grew Costco.com.tw by 35% year over year and Tmall by 20% year over year.

Launched Costco Business Delivery, improved inventory and cross-border replenishment, and reduced procurement, freight, VAT, and platform costs by 15%. Improved fulfillment through SAP Hybris OMS and SAP WMS, increased pick-per-hour by 30%, reduced delivery time by 40%, increased service levels to 92%, and lowered accounting error rates from 1.5% to 0.01%.

Led the zero-to-one build of Costco's ecommerce platform with global IT teams for Costco.com.tw and Tmall. Managed requirements, vendor selection, solution architecture, and integration across OMS, ERP, WMS, payment gateways, and SaaS systems.

Directed project scope, budget, timelines, UAT, launch readiness, system performance, and post-launch feature releases. Delivered the platform on time and on budget.

Mapped end-to-end shopper journeys across checkout, fulfillment, returns, and disputes, collaborating with Product, Operations, and Logistics teams to resolve root causes. Reduced repeat customer contacts by 13% and return and refund escalations by 3%.

Designed QA frameworks and audit scorecards for email, chat, and phone support. Led calibration and coaching programs that raised first-contact resolution from 78% to 83%, increased CSAT from 79% to 87%, and improved customer effort score by 7%.

Master of Business Administration degree.

Bachelor of Science degree in Economics.