Darwin Ching

408-***-****

ac2c05@r.postjobfree.com

http://www.linkedin.com/in/darwin-ching

Experience

Tile Inc, San Mateo, CA Engineering Program Manager April 2017 - Present Managed cross functional teams regarding both current and new product introductions. Responsible for managing schedules, tasks, risks and resources by utilizing a variety of program & project management tools.

● Based on Product Requirements Document (PRD) and collaboration with internal cross functional teams, launched new products (Tile Pro Series) within 6-7 months from definition to release, transfer to China production and global deployment; meeting 90% of BOM target costs, stabilized

<2% failure rate within 1 month of product launch.

● Implemented new project management processes into $15 million new product development program.

● Applied Agile/Lean techniques to Reduce Time to Market for prototypes from 11 to 7 weeks among other schedule/timeline improvements.

● Worked to provide strategic, operational, and fiscal leadership while working to reach the company’s long term goals and maintain organizational vision Tile Inc, San Mateo, CA Technical Support Specialist January 2015 - March 2017 Led and managed Customer Care and Engineering Teams on resolving the top technical issues Tile customers faced.

● Implemented from inception to launch, a field failure analysis program in order to resolve technical failures customers faced in the field; decreased field failures since then by 30%+.

● Launched multiple intiatives from Customer/Product Insights that improved user experience and engagement such as "Transfer Tile", In-App Troubleshooting flow, and email reminder on disengaged users. Overall decreased contacts on specific technical support issues by 40%+, while provding critical data for various teams.

● Managed both external and internal Customer Care Teams with constant interations on Technical Support, improving CSAT by 20%, NPS from -10 to 30, and NTF (No Trouble Found) rates from 50% to 25% (across all Tile products)

● Worked with several 3rd party vendors, and managed successful relations between them to implement mobile app features as well as support site improvments, freeing up internal resources to focus on other tasks & priorities.

Tile Inc, San Mateo, CA Customer Care Advocate August 2014 - December 2014 Managed day to day Customer Care support issues, while working cross functionally to provide customer insights to Engineering and Product Teams.

● Curated and project managed Tile's Support web portal, reducing email and chat contacts by 15%

● Reported out on customer feedback insights to Product Team, assisting in overcoming iOS/Android obstacles/bugs to better our user experience.

● Worked with a small 3rd party team to create new processes to reduce pre-launch contact response time from 17 days to 1 day.

Programs

Tile Pro Series (Style/Sport) - Tile's most recent global product to hit the market in August 2017. Tile Style and Sport are bluetooth crowdsourced trackers that can make any "dumb" object such as your keys or wallet become smart and part of the IoT sphere.

● Led small and large (both external and internal) engineering teams across US & China overcome various obstacles during EVT/DVT/PVT and MP stages.

● Recognized and elevated any issues that would impact schedule or project, while managing Exec Team regarding mitigation/paths to success.

● Implemented agile/lean processes to the product development program which reduced time to market and increased efficiency both internally and externally among our U.S and China vendors. Tile App - The mobile app half of the Tile, able to find the user's Tiles as well as community members' and report location out to their respective owners. A variety of features both in production and currently released also help Tile users locate their lost objects/share/ask for assistance.

● Managed various projects and intiatives from small to large that improve the user's experience with the app and product.

● Used customer and product insights, push for internal engineering changes and prirotiy shifts regarding bug resolution and feauture fixes.

● Launched Tile Beta Program, working cross functionally with both Engineering, Product, and Customer Care teams in order to gather further insights and test new features. Tile Engineering Infrastructure

● Implemented new program management tools for the hardware/devices engineering team

● Worked with VP of Devices/Hardware to establish overall organization and team OKRs that align with company vision and goals.

● Setup offsite training sessions and events upon identifying opportunities of improvement among Devices Team, which improved morale, reduced attrition, and increased efficiency. Education

Bachelor's Degree in Economics, Davis, CA University of California, Davis 2008 - 2013 Technologies & Tools

Jira, Lean (Agile, Kanban, Waterfall), DaPulse, Microsoft Project, Smartsheets, Leankit, Bitrix, Asana Microsoft Office Suite, MySQL, Git, GitHub, Command Line

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