Senior Product Manager · Beijing
Customer Experience · Overseas After-Sales C/B · Omnichannel Order Fulfillment
I turn customer journeys into workable systems by connecting service operations, stores, orders, inventory, and fulfillment.
01 / ABOUT
I currently serve as Product Requirements Lead at POP MART, owning customer-facing and agent/store-facing overseas after-sales products as well as the omnichannel OMS for mainland China. I lead planning, discovery, PRDs, delivery schedules, acceptance, launch, and iteration.
My earlier work at Dmall, Jiubaijie, and Zhuanzhuan covered loyalty, consumer growth, commerce journeys, and monetization. I do not stop at front-end concepts: I translate customer needs into order, inventory, warehouse, and exception flows that can operate at scale.
PRODUCT MAP
Insight sets priorities. Consumer products shape the experience. Operational tools enable teams. OMS and WMS complete delivery.
02 / EXPERIENCE
POP MART
Own overseas after-sales C/B products and the omnichannel OMS for mainland China across consumers, service teams, stores, operations, warehouses, and vendors.
Jiubaijie E-commerce
Managed requirements, loyalty, and marketing tools for a mini-program with 500K+ registered users, improving activity, repeat purchase, and service experience.
DMALL
Helped build the Guangdong 7-Eleven mini-program loyalty program from the ground up and owned consumer growth, referral, and commerce journey iterations.
Zhuanzhuan
Contributed to commercial CRM, audience targeting, CPA, and oCPC products, building experience in platform monetization and customer operations.
03 / SELECTED WORK
Projects use public-safe language; sensitive operational details are omitted.
Built a multilingual customer-voice framework using AI-assisted noise filtering, translation, sentiment detection, topic classification, and risk scoring.
Created P0-P2 issue priorities for product, service, quality, logistics, and marketing decisions.
Designed the journey from consumer request and agent handling to store and warehouse fulfillment across markets, languages, and channels.
Led the global rollout and reduced service costs through customer self-service and standardized operations, saving approximately RMB 8M annually.
Owned order intake, inventory, review, warehouse and logistics, reverse operations, reconciliation, and exception handling for launches and peak commerce.
Moved manual agent-created shipments into automated WMS routing, reducing repetitive entry and order-error risk.
Helped build the loyalty program from the ground up and optimized benefits and critical journeys across acquisition, activation, referral, and purchase.
Used product analytics to improve customer journeys while balancing experience, growth, and transaction outcomes.
04 / CAPABILITIES
Loyalty, commerce, service, and after-sales experience
C/B workflows, permissions, tickets, and configuration
OMS, inventory, warehouses, and reverse operations
VOC, sentiment detection, and issue prioritization
Discovery, PRDs, scheduling, acceptance, and iteration
Business, engineering, regional teams, and vendors
RESUME
The public site does not host files containing complete personal contact details. Contact me for a role-specific English or Chinese resume covering consumer products, OMS and fulfillment, or global service platforms.
05 / CONTACT
Open to Senior Product Manager and Product Owner roles across customer experience, omnichannel retail, order fulfillment, and global service platforms.