AI Chat Product Management Trainee - Bilingual Mandarin Required

About CWILL CWILL (pronounced 'quill') is a post-purchase and retention suite built for Shopify brands. Reduce support tickets, recover lost revenue from returns, and turn one-time buyers into loyal fans — with tools purpose-built for every touchpoint that follows the sale. About The Role As our product portfolio grows, we need new product talent that can learn fast, stay close to users, and help turn real customer problems into great product experiences. Our Product Management Trainee program places you inside one of our product teams, where you'll learn the full PM workflow through real work — not slides and simulations. You'll start by supporting core product tasks, and over time grow into someone who can independently own a product module or direction. You'll join the AI Chat team. CWILL AI Chat is our AI customer service chat for Shopify stores. It answers shoppers' questions around the clock, from "Where's my order?" to returns, product questions and store policies, and hands off to a human when needed. Product Intro: https://www.cwill.com/products/ai-chat/ Base location required: Cary, NC (We are unable to hire in other states; relocation will be required.) Hybrid remote working setting What You'll Do AI Chat Focus Review real conversations, find where the AI misunderstands shoppers or gives wrong answers, and work with engineering on fixesDesign how the AI handles common intents such as order status, returns, refunds and product questions, including when to ask a clarifying question and when to hand off to a human agentWork on how AI Chat uses order, tracking, returns and policy data so answers are accurate and the AI never promises something that has not happenedTrack metrics such as resolution rate, handoff rate, answer accuracy and shopper satisfaction, and help build evaluation sets to check quality before and after each release Product Requirement Analysis & Solution Design Collect and analyze user feedback, customer requests, product data, and market information to identify product improvement opportunitiesParticipate in feature planning discussions — ideation, user flows, and solution designUnder PM guidance, produce requirement documents, user flows, wireframes, functional specs, and acceptance criteriaTrack features from discovery through design, engineering, and launch — make sure problems are clearly defined and solutions land correctly Product Iteration Monitor product data and user feedback after launch; surface issues and propose next improvements User & Market Research Join user interviews and feedback sessions with Shopify merchants and ecommerce brandsTrack competitors in your product's category and produce structured competitive analysisConvert user insights and market signals into actionable product recommendations Cross-Team Collaboration & Execution Work closely with engineering, design, QA, operations, and customer success to drive high-quality product deliveryProactively track project progress and flag issues earlyOwn your tasks with a results mindset — follow through on commitments and complete retrospectives after launch Continuous PM Development Learn product planning, user research, data analysis, and project management through real workConduct retrospectives on the features you ship; build your product judgment through iterationAs you grow, take on increasing responsibility — eventually owning a product module or workstream independently Requirements Education & Experience Recent graduate from a US university (BS or MS), or within 1-2 years of graduationAny major welcome; Computer Science, Information Systems, Business Analytics, Engineering, Economics, or Design preferredInternship experience in product management, product operations, business analysis, user research, software development, or a SaaS company is a plusMandarin Chinese communication ability required Passion for Product Work Genuine interest in internet products, SaaS, or the tech industry — you want to build a career in product managementSensitive to user experience and product details; you ask "why does this problem exist?" and "how do we make this better?"Curious about new technology; willing to learn continuously and move fast Learning Ability & Logical Thinking Fast learner who can absorb new business contexts, product logic, and technical conceptsStructured thinker — you can break down complex problems, identify the core issue, and form clear conclusionsComfortable grounding product decisions in data and user facts Owner Mindset & Execution Strong sense of ownership — you go beyond your assigned tasks and proactively drive resolutionResults-oriented; when faced with uncertainty, you gather information, coordinate resources, and follow throughDetail-oriented and thorough — you balance execution speed with delivery quality Communication & Collaboration Strong written and verbal English communication — you can clearly articulate ideas and product thinkingCollaborative across functions — you build effective working relationships with engineering, design, and business teamsOpen to feedback; constructive and practical in discussions Nice to Have Hands-on experience building with LLMs (prompting, chatbots, agents) or evaluating AI outputExperience in customer support, conversational design or UX researchFamiliarity with e-commerce or Shopify stores Benefits Starting Pay: 60k-85k depends on experiences, open to negotiation 401(k)PTO Paid HolidaysInsurance