Leading the Wish turnaround

The mandate

Focused on listing quality, reliable delivery, and new buying experiences to drive product discovery at scale.

The organization

Product organization of roughly 260: 80 product managers, 25 designers, 120 in product operations and 35 in internationalization.

Outcomes

• Moved NPS from negative territory to +40 by reducing the refund rate from 40% to 3.5%, cutting time to door from 35 days to 10 days, and increasing order size by 33%.
• Changed Wish's business model to adapt to a new macro environment of exponentially higher shipping and digital advertising costs, driving a 33% increment in sales.
• Created empowered, smaller teams focused on impact.
• Wish was acquired by Qoo10 in April 2024.