I Chen Liao
Product Manager
Taipei
Summary
Dynamic professional with a cross-functional background in customer support, operations, AI automation, data analysis, and product management, dedicated to a user-first approach rooted in thorough research and genuine user insights. Expertise in translating user needs into impactful product decisions that drive measurable business outcomes. Proven ability to collaborate across teams to enhance product offerings and improve customer experiences. Committed to leveraging diverse skill sets to foster innovation and achieve organizational goals.
Overview
8
8
years of professional experience
Work History
Product Manager
Cake
01.2024 - 01.2026
- Leading 0→1 B2C and 10→100 B2B initiatives, aligning product strategies with company OKRs and driving measurable growth through data-driven execution and cross-functional collaboration. Delivered +45% MRR and +13% MAU by owning end-to-end product development across design, engineering, QA, GTM and customer success, while building KPI dashboards and optimizing funnels across Mixpanel and Metabase.
- Led the launch of AI-powered products in recruiting tech, including a 1M+ sessions of 2C career personality test and AI profile Importer. Improving acquisition-to-signup conversion by +5%. Drove ATS 2.0 rebuild and UX overhaul scaling B2B MRR from NT$1.1M to NT$1.6M (+45%) with +25% YoY growth. Shipped AI Candidate Importer and screening automation to reduce manual work and accelerate hiring. Led multi-market GTM across TW/ID/VN/EN, and partnered with BD and CS on a beta-to-revenue program to convert early users and validate product-market-fit.
Executive Assistant, Business Operation
Arc
01.2023 - 01.2024
- Leveraged AI and automation to optimize cross-functional workflows across Product, Sales, Marketing, People, Support and Finance, improving efficiency and scalability. Applied data analysis to guide strategic decisions and streamline operations.
- Build internal AI tools, including HRbot (+20% People Team efficiency), Salary Bots for the finance team and JD bot for the sales team. Let automation initiatives to align sales and marketing workflow, and conducted client research to drive product improvement.
Project Manager, CS
Binance
01.2022 - 01.2023
- Led program management across the Customer Support Team, aligning cross-functional teams to deliver projects from product to service operations while meeting CS and Business team goals. Managed 14+ team initiatives spanning KPI tracking, employee retention, VIP account operations, and process improvements.
- Delivered key initiatives including an internal CS website for 3,000+ members to streamline onboarding, resources, and communication. Improving collaboration and access to information. Launched an internal awards program and employee engagement initiatives with HRBPs to boost retention, and leveraged performance data to assess team capacity and optimize headcount planning.
Support Project Manager
Codementor
01.2020 - 01.2022
- Optimized support operations by developing CS guidelines and SOPs to ensure consistent service quality, and provided feedback across teams to improve communication, processes, and systems. Leveraged SQL and data analysis to identify inefficiencies, build automation workflows, and implement solutions such as fraud detection and improved vetting processes.
- Led onboarding and training initiatives by evaluating performance, identifying skill gaps, and delivering structured training programs to enhance team capabilities. Handled high-risk and complex customer cases—including payment disputes, fraud, and technical issues—coordinating cross-functional teams to resolve issues and mitigate business, financial, and brand impact.
Customer Support Specialist
Booking.com
01.2018 - 01.2019
- Handled 50-60 daily international customer inquiries across phone and email. Delivering timely and professional issue resolution. Thrived in fast-paced, high-volume and environments by multitasking across multiple systems with speed and accuracy. Actively contributed to global company initiatives and events.
Education
Translation And Interpretation
09-2020
Bachelor of Arts - Spanish Literature + Mandaring Teaching
09-2017
Skills
- Product Development
- Project Management
- Product strategy
- Data Analysis
- UI Copy Writing
- Cross-team Collaboration
- Customer Relationship Management
- Investor Relations
- Story Pitching
Languages
English
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
Spanish
Professional Working
Timeline
Product Manager - Cake
01.2024 - 01.2026
Executive Assistant, Business Operation - Arc
01.2023 - 01.2024
Project Manager, CS - Binance
01.2022 - 01.2023
Support Project Manager - Codementor
01.2020 - 01.2022
Customer Support Specialist - Booking.com
01.2018 - 01.2019
Simon Fraser University - , Translation And Interpretation
Fu Jen Catholic University - Bachelor of Arts, Spanish Literature + Mandaring Teaching