Co-leading APAC Trustworthy Shopping Experience Team: Achieving Customer Experience Goals & Scaling Friction on Bad Actors

I collaborated and co-led the APAC Trustworthy Shopping Experience team to achieve director-level customer experience goals, surpassing the target of a 35% reduction year over year compared to the expected 25%. Together, we focused on addressing issues caused by dishonest actors in the Chinese market and devised strategies to enhance product quality. This involved ensuring program readiness by establishing clear goals, implementing effective tracking mechanisms, and aligning our efforts with senior leadership. Additionally, we developed a comprehensive go-to-market plan, including a roadmap and educational training, to drive success. Continual operations were conducted to gather on-ground insights and shape policy criteria, ensuring that actions were taken against bad actors without compromising the experience for sellers.