Senior Product Manager, Customer Insights & AI Solutions (Mandarin Speaker)

ead the synthesis of customer feedback, behavioral data, and operational findings to uncover meaningful insights about advertiser needs, friction points, and growth opportunities.

You will also play a key role in exploring and applying AI capabilities to improve how we collect, analyze, and act on customer insights. The ideal candidate is highly curious about users, strong in structured problem-solving, and passionate about building AI-powered tools or intelligent agents that enhance product decision-making and customer experience.

Responsibilities

• Own the end-to-end customer insight workflow by consolidating feedback from multiple channels, including support tickets, escalations, surveys, interviews, and operational data.
• Conduct deep analysis of customer feedback and behavioral patterns to identify recurring pain points, unmet needs, and root causes behind advertiser experience issues.
• Translate fragmented qualitative and quantitative signals into actionable insights, strategic recommendations, and clear product opportunities.
• Partner closely with Product, Engineering, Data Science, Operations, Policy, and XFN stakeholders to drive customer-centric solutions and prioritization decisions.
• Develop frameworks and mechanisms to continuously monitor advertiser sentiment, feedback themes, and experience quality across key touchpoints.
• Explore, design, and implement AI-powered solutions-including intelligent agents, workflow automations, or insight-generation tools, to improve how customer feedback is processed and leveraged.
• Drive 0-to-1 and iterative initiatives that improve transparency, usability, and trust in advertiser-facing experiences.
• Define success metrics and measure the impact of insight-driven initiatives on customer satisfaction, issue resolution, and product performance.
• Stay up to date on AI trends, LLM applications, and emerging best practices for customer research, insight mining, and agent-based workflows.

Qualifications

Minimum Qualifications

• Strong ability to synthesize large volumes of qualitative and quantitative data into clear user insights and business recommendations.
• Demonstrated experience using customer feedback, research, and data analysis to influence product strategy or operational improvements.
• Strong interest in AI technologies, with hands-on experience using AI tools to improve analysis, productivity, or workflow efficiency.
• Ability to independently structure ambiguous problems and communicate insights effectively to diverse stakeholders.
• Fluency in both English and Mandarin required: the role involves frequent communication with global teams, clients and stakeholders in English-speaking regions as well as Chinese-speaking markets. Proficiency in Mandarin is essential to effectively engage with Chinese-speaking partners, understand cultural nuances, and navigate business transactions in key markets, ensuring smooth cross-cultural collaboration and market expansion.

Preferred Qualifications:

• Experience in ad platforms, performance marketing, trust & safety, risk control, or customer experience domains.
• Experience building or prototyping AI agents, copilots, or workflow automations using LLMs and related tools.
• Familiarity with customer feedback systems, VOC programs, taxonomy design, or insight mining methodologies.
• Experience working in fast-paced, global organizations with complex stakeholder environments.
• Strong product sense with the ability to turn insights into scalable solutions.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $185600 - $396000 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.