Director, Technology & Innovation

• Jan 2023 - Present

Senior Manager IT Application

• Feb 2021 - Apr 2023

• Leading onsite sales and admission systems (Ticketing, Parking, Guest Service) and online sales platforms (eCommerce) technology teams to ensure successful delivery of all business scopes for Universal Beijing Resort grand opening.• Leading the team transition from project to daily operation, develop sustainment and support process, develop requirement analyses standard, software development and testing lifecycle.• Manage OPEX and CAPEX of the team, perform monthly, quarterly, and yearly reviews. Conduct yearly budget forecast as well as resources management.• Review performance to team members, provide appropriate training to develop the team members to achieve goals.• Identify improvement opportunities with different business stakeholders, plan the core sales systems and eCommerce platform development roadmap for next 3 years, continue to deliver new features including online-to-offline and smart park solutions to satisfy business growth, efficiency, security and compliance.• Manage requirements from stakeholders and transform requirements into user stories and technical stories to ensure that requirements are clearly communicated to all relevant teams and projects are delivered.• Plan and manage project scope, resources, suppliers, team recruitment and development. Oversee project and product quality, track the project budget, and ensure project that delivered to users is within a reasonable time and budget as well as acceptable quality.• Develop system monitor metrics by using data analysis to achieve daily system maintenance and effective management, and assist business departments to analyze various business performance, including sales and marketing.• Establish the team’s recruitment plans and initiate various trainings to help team members’ personal growth. Show less

Assistant Director, IT Application

• Mar 2022 - Dec 2022

• Driving the development roadmap of onsite sales and admission systems (Ticketing Parking, Guest Service), online sales platforms (eCommerce), digital coupon systems, hotel distribution platform, guest experience management systems (CRM), and other sales related systems.• Driving development of data operation data analysis platform, deliver operation reports, commercial reports, and operation dashboards with various data integration.• Driving application automation testing framework， leading development of theframework to ensure high delivery quality while reducing rework cost as well as manualtesting cost.• Driving online-to-offline solutions to satisfy business growth with pre-arrival salesscenarios.• Deeply engaged with innovation team to develop smart park solutions like FR for betterguest experience while minimize the operational risks.• Plans, coordinates, supervised the lifecycle related to the design, development,implementation of the application solutions.• Develop operation team to provide application support and continuous developmentby using ITIL, Agile SDLC, Waterfall SDLC, and PMP methodologies.• Manage OPEX and CAPEX of the team and perform monthly, quarterly, and yearly reviews. Conduct yearly budget forecast as well as expenses and resourcesmanagement.• Review projects status and provide guidance to subordinate, including project scopes,budget, timeline, resources, and quality.• Review performance of direct report and help the them to achieve their goals, developtheir career path.• Establish the team’s recruitment plans and initiate various trainings to help teammembers’ personal growth. Show less

Manager, Business Application

• Jan 2020 - Dec 2020

· Responsible for business digitalization of ticketing and eCoupon in Web, App, WeChat and WeChat Mini App. · Identify opportunities across global Technology & Digital segment and lifecycle, build up new product or services to help the growth of Shanghai Disney Resort.· Plan, evaluate, develop and manage product road map of eCommerce and online-to-offline solutions for Shanghai Disney Resort to meet different business needs.· Manage requirements from stakeholders and transform requirements into user stories and technical stories to ensure that the requirements are clearly delivered to all relevant teams.· Plan and manage project scope, project resources, recruit and build teams, project and product quality, track project budget status, and ensure that projects are delivered to users within a reasonable time and budget.· Develop project teams with appropriate training programs to achieve the project’s goal. · Drive growth through key initiatives and new market development. Develop action plan and strategy and keep track of the progress and performance. · Cooperate with marketing and sales on campaign and marketing activities; leverage Web, App and WeChat to promote ticketing, hotel and eCoupons etc. · Use data analysis to achieve daily system maintenance and effective management, and assist business departments to analyze various business performance, including sales and marketing.· Manage the supplier to ensure that the quality of the delivered application and the communication between the supplier and the line of business are understandable, and that the supplier completes the work within the given project time frame.· Formulate and implement recruitment, training, and construction of professional team plans to improve system operation and maintenance and overall project capabilities.· Establish and implement new QA strategy and standard, reorganize new QA team structure to ensure high quality of deliveries. Reduce rework cost and issue fixing cost. Show less

Technical Operations Manager, Technical Project Manager

• May 2018 - Dec 2019

· Responsible for the continuous development in Shanghai Disney Resort’s Web and App through communication and cooperation with relevant Project Managers, Sales, Marketing etc. · Solicit ideas and feedbacks, get the requirements, write product specification and workflows, and coordinate with different line of business. · Works with Digital Experience team to continuously improve Shanghai Disney Resort’s Web and App’s guest experience. · Works with business and technical teams to evaluate new concepts against current toolbox of readily available technology options, seek solutions for technology or service capability gaps.· Translate user requirements from stakeholders into user stories and assure the requirements are delivered to Agile development teams in clear sense. · Manage projects for new develop applications or enhancement of existing applications, to make sure all projects moving along the given timeline and deliver within the expectation date.· Track operation and business products performance with business data analyses.· Works with data engineer to provide sales and marketing insights using big data technology.· Leading cloud migration project, manage the budget, resources and plan for successful migration. Transform the traditional software architecture to modern software architecture, brought 70% cost saving to company after transformation. · Summarize weekly update and project status of my team to direct report. Show less

Associate Business Application Manager

• Jan 2017 - Apr 2018

· Works with Marketing to identify new market technology trend, seek for solution to fill the technology gaps. · Responsible to develop, design and implement eCoupon solution for Shanghai Disney Resort’s WeChat and offline business applications. · Works with business and operation teams to develop product road map and strategy, develop action plan and keep track of the product performance. · Works with global Technology & Digital segment to identify new products, services or technology to drive business growth as well as customer satisfactions. · Collect requirements from line of business and translate the requirements into user stories for vendor’s development teams as well as local Agile development team.· Manage projects for new develop applications or enhancement of existing applications, to make sure all projects moving along the given timeline and deliver within the expectation date.· Formulate product specifications, interaction specifications, and formulate standard product review procedures.· Manage vendors to ensure the quality of delivered applications and the communications between vendors to line of business are understandable. Also ensure the vendor works within the given project timeline.· Summarize weekly update and project status of my team to direct report. Show less

Solutions Manager

• Apr 2015 - Sep 2016

· Manage requirements from multiple global customers. Collect, analyze, discuss and finalize the customer requirements with development team. · Translate the customer requirements into user stories, track the development performance, review the product demo with customer and perform user acceptance with customer. · Develop solution documents, develop application interface and user interface requirements, works with development team to develop prototype and receive customers’ acceptance for actual product development. · Develop project tracking process for enhancement with Senior Project Manager, including change request process, risks and problems tracking, application defects tracking etc. · Develop test plans, execute system functional test, and perform automated tests for the Web UI front-end to ensure that all developed functions can work properly. · Develop and perform stress test to the core API of the system to test the system performance and analyze the limitations of the API, server, and the entire system environment. · Prepare the test results in each test phase that has been completed to help the R&D department to fine-tune the system to optimize the performance. Show less

Product Consultant

• Nov 2013 - Sep 2014

· Responsible to design, plan, test and implement POS System, including its front end and backend configuration & management functions, assure the system function fully meet the customer’s expectation. · Conduct pre-sales activities, consult, user interface and solution design and present the end-to-end solution to customers, align the business requirements between internal and external teams. · Manage system change request (CR) from customers and assure delivery from research and development (R&D) department. · Prepare test plan, execute test plan and provide training to testing team for new functional test as well as regression test. · Consult customers to improve their business operation model for operational efficiency as well as cost savings. Show less

Product Manager

• Jun 2011 - Nov 2013

· Responsible to implement and support POS system for the largest cinema in Malaysia as well as other retail, hotel and F&B customers. · Contributed in pre-sales support to sales team and consolidate customer's requirement. · Leading business requirements study, discussion, solution design and provide end-to-end solution for the customer. · Provide technical support to consulting project teams, leading workshops and project development work at customer sites. · Perform functional tests and regression test to the application according to customer’s business scenarios. · Establish and maintain a configuration management and change management system for controlling work products. · Assist with development of implementation strategies and work plans. · Regularly release new updates to customers, provide training on new features as well as collecting feedbacks. Show less