Jessica Chang

Product Operations Manager

  Taipei City, Taiwan

I have 6+ years of experience working in the gaming industry and a total of 8+ years of experience working with software products.

I acquired good skills in cross-functional and cross-national collaboration through experiences working directly with software engineers, first-line customer support, account managers, product owners, project stakeholders, marketing teams, designers, etc.

I love to observe and also enjoy analyzing problems with my logical thinking. At the same time, I am a detail-oriented person who is very good at organizing complex information and turning it into easy-to-understand communication materials.

 

Experience

Products Operations Manager  •  Digital Forest Technologies

July 2021 - November 2023

Skills: project management, product release, cross-national cooperation, presentation

  • Established standard guidelines with flowcharts and templates as a cohesive framework for internal cross-functional teams, reducing customer announcement process lead time by 30%.
  • Led an urgent project, building up new servers in just 1/6 of the regular timeline. Successfully launched the service preventing a potential stability crisis during a peak period.
  • Tested packet logs directly and organized results into easy-to-understand comparison tables, helping the Product Owner to understand complex technical problems and speed up the decision-making process by 2 weeks.
  • Elevated the server stability report to a highly anticipated presentation at the cross-national general managers meeting, by delivering compelling insights backed by persuasive data.
  • Managed transition project, organized training and quizzes for the team, driving a smooth shift of business operations to a new subsidiary.

Product Support Coordinator  •  Digital Forest Technologies

April 2019 - June 2021

Skills: customer service, cross-functional collaboration, documentation, analysis, reporting

  • Conducted B2C service support by directly managing 50+ Skype channels, easing the load for the team, and playing a key role in enhancing service efficiency and quality.
  • Simplified complex integration processes into streamlined documentation, empowering team members to guide customers through integrations with a clear SOP and know-how.
  • Took the lead on revamping the monthly analysis report, reduced the completion time by 60%, as well as elevating the report’s value with more accurate insights.
  • Optimized the deployment scheduling process by leveraging various tools, helping the team to reduce daily manual work by 20%, while improving efficiency in cross-functional communication.

Sales and Marketing Specialist  •  Acacia Company (UNT)

December 2016 - March 2019

Skills: e-commerce webpage management, marketing campaign planning, customer service, Google Analytics, social media management, copywriting

  • Led website revamp project, guiding the team to successfully migrate and launch the new website within the specified timeframe.
  • Successfully resolved challenging customer delivery issues, receiving acknowledgment and appreciation by a physical letter from the customer.
  • Analyzed consumer behaviors in different regions using Tableau, applying insights to campaign planning to achieve business goals in every season.

Overseas Project Coordinator  •  X-Legend Entertainment

July 2014 - February 2016

Skills: Communication, problem-solving, multi-tasking, cultural awareness, data analysis

  • Directed the team in identifying root causes of live issues, delivering optimal solutions to customers promptly, and preventing additional financial losses.
  • Led weekly maintenance, ensuring smooth communication and visibility with overseas agents.
  • Monitored gameplay trends, and proactively raised potential issues, facilitating early detection and resolution by the team.

Education

National Sun Yat-Sen University

Bachelor of Business Administration, Interdisciplinary Program in Marketing

Jul 2009 - Jun 2013

International Trade Institute, TAITRA

International Business Program, International Marketing

Full-time trainee Jul 2013 - Jun 2014

Licenses & Certifications

Professional Scrum Master I

Scrum.org

September 2023

AWS Certified Cloud Practitioner

Amazon Web Services (AWS)

March 2021 - March 2024

Other Certifications

  • Excel Power BI 14-Hour Course
    Institute for Information Industry, Aug 2020
  • Programming Foundations: Databases
    LinkedIn, Dec 2019
  • Google Analytics Course Completion Certification
    National Taiwan University, Feb 2018
  • Introduction to Computer Networks
    National Tsing Hua University, Jan 2016

Skills

  • Cross-functional Collaboration
  • Cross-organization Collaboration
  • Project Management
  • Customer Service
  • Tech Release Note Writing
  • Presentation Skills
  • Product Copywriting
  • Marketing Skills

Language

  • Mandarin — Native
  • English — Professional
  • Taiwanese — Basic
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