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I'm John Chen, a strategic Senior Product Manager specializing in AI-driven automation and digital transformation. I lead cross-functional squads to deploy AI Agents, ASR, IVR, and Smart Support ecosystems at a global scale, balancing cutting-edge AI innovation with practical business outcomes. With experience at Ctrip (Trip.com Group) and TikTok (ByteDance), as well as Baidu and Lenovo, I design high-availability systems that boost internal efficiency and customer engagement. I’m passionate about turning complex AI concepts into tangible value and mentoring teams to achieve measurable results.…I'm John Chen, a strategic Senior Product Manager specializing in AI-driven automation and digital transformation. I lead cross-functional squads to deploy AI Agents, ASR, IVR, and Smart Support ecosystems at a global scale, balancing cutting-edge AI innovation with practical business outcomes. With experience at Ctrip (Trip.com Group) and TikTok (ByteDance), as well as Baidu and Lenovo, I design high-availability systems that boost internal efficiency and customer engagement. I’m passionate about turning complex AI concepts into tangible value and mentoring teams to achieve measurable results.

John Chen

Product Designer, UX Designer, UI Designer, +2

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I'm John Chen, a strategic Senior Product Manager specializing in AI-driven automation and digital transformation. I lead cross-functional squads to deploy AI Agents, ASR, IVR, and Smart Support ecosystems at a global scale, balancing cutting-edge AI innovation with practical business outcomes. With experience at Ctrip (Trip.com Group) and TikTok (ByteDance), as well as Baidu and Lenovo, I design high-availability systems that boost internal efficiency and customer engagement. I’m passionate about turning complex AI concepts into tangible value and mentoring teams to achieve measurable results.…I'm John Chen, a strategic Senior Product Manager specializing in AI-driven automation and digital transformation. I lead cross-functional squads to deploy AI Agents, ASR, IVR, and Smart Support ecosystems at a global scale, balancing cutting-edge AI innovation with practical business outcomes. With experience at Ctrip (Trip.com Group) and TikTok (ByteDance), as well as Baidu and Lenovo, I design high-availability systems that boost internal efficiency and customer engagement. I’m passionate about turning complex AI concepts into tangible value and mentoring teams to achieve measurable results.

Available to hire

I’m John Chen, a strategic Senior Product Manager specializing in AI-driven automation and digital transformation. I lead cross-functional squads to deploy AI Agents, ASR, IVR, and Smart Support ecosystems at a global scale, balancing cutting-edge AI innovation with practical business outcomes.

With experience at Ctrip (Trip.com Group) and TikTok (ByteDance), as well as Baidu and Lenovo, I design high-availability systems that boost internal efficiency and customer engagement. I’m passionate about turning complex AI concepts into tangible value and mentoring teams to achieve measurable results.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Language

English

Advanced

Work Experience

Senior Product Manager – AI & Automation at Ctrip (Trip.com Group)

November 1, 2023 - January 1, 2026

AI Agent & Intelligent Communication: Leading the digital strategy for AI Agents and ASR/IVR integration, optimizing global messaging hubs through automated voice and text recognition. Smart Support Ecosystem: Developed Smart Email and AI-assisted tools for internal teams, significantly reducing manual processing time and enhancing employee productivity across global offices. Operational Efficiency: Leveraged AI to identify and automate repetitive friction points, achieving a 30% improvement in internal workflow efficiency and reducing Cost Per Order (CPO) through automation.

Senior Product Manager – Intelligent Customer Service at TikTok (ByteDance)

November 1, 2021 - November 1, 2023

Smart Customer Service: Spearheaded the development and scaling of AI-driven Intelligent Customer Service solutions, supporting hundreds of millions of daily active users (DAU). AI & Infrastructure Resilience: Led squads to deliver global AIOps and automated monitoring tools, ensuring 99.9% availability for critical global support infrastructure. Data-Driven Optimization: Utilized telemetry data and automated incident response to improve MTTR by 15%.

Technical Product Owner / Senior BA at RaveBuild

September 1, 2019 - March 1, 2021

Digital Transformation: Directed the technical migration of enterprise ERP platforms, focusing on data migration strategy and streamlining operational workflows for construction-sector clients.

Product Manager / BA at Tangerine Research

March 1, 2016 - September 1, 2019

User-Centric Delivery: Delivered accessible digital platforms for NZ regional governments, utilizing behavioral research to drive feature prioritization and community engagement.

Senior Product Specialist – AI & Cloud Innovation at Baidu & Lenovo

January 1, 2009 - January 1, 2015

AI Search Innovation (Baidu): Managed the Search by Image AI project, successfully integrating complex computer vision algorithms into consumer-facing mobile products. Massive Scale Delivery (Lenovo): Orchestrated the full development lifecycle for pre-installed cloud and mobile services, reaching millions of global users.