Ming Chen

Consumer product leader. Growth, retention and personalization at global scale.

New York, NY· hireming@gmail.com· 310-243-6464· linkedin.com/in/meetming· meetming.com

Summary

Product leader with 21 years building consumer products used by hundreds of millions of people, with the last three roles in streaming. Owns the full lifecycle after acquisition: activation, engagement, retention, and lifetime value. Builds and ships the machine learning systems that decide what each individual customer is shown and when, and the measurement frameworks that prove whether any of it worked. Leads product teams across four regions and five commerce platforms, and has built a product organization from zero at a startup.

Experience

Warner Bros. Discovery (HBO Max)New York, NY

Jun 2025 – Present

Director of Product Management, Retention

Own the global subscriber lifecycle for HBO Max across North America, Europe, Latin America, and Asia-Pacific, spanning direct billing, Apple, Google, Roku, and connected TV. Lead three product managers at Staff, Senior, and mid level.
Replaced the organization's headline conversion metric with predicted 12-month customer value, modeled from behavioral signals across subscription and advertising revenue, and made it the standard every intervention is scored against. Built executive consensus to adopt it despite a deliberate short-term decline in the legacy metric.
Shipped a contextual multi-armed bandit that selects the offer, duration, and plan for each individual customer in real time, replacing uniform rules and improving predicted 12-month value per customer. Live on the majority of US traffic with a permanent holdout.
Reduced voluntary churn 1.9 percentage points, statistically significant, across 8 Asia-Pacific markets with a daily cancel-risk scoring model, and improved at-risk targeting precision substantially over rule-based logic with propensity models deployed in all four regions.
Rebuilt failed-payment recovery and the cancellation experience, improving payment recovery 12 percentage points and contributing to roughly 367K customers retained in 2025. Own at-risk lifecycle messaging across email, push, in-app, and connected TV, including sequencing, frequency, and suppression logic.
Shipped cancellation experiences against tightening regulation: a compliant one-step cancel for US requirements, a build for New York's price-increase cancellation law, and scoping for French and German rules.
Built the measurement discipline the team runs on: holdout design, significance thresholds, segment-level evaluation, and production monitoring. Repeatedly identified apparent wins that were composition shifts or timing artifacts rather than real effects, and ran controlled experiments whose negative results prevented costly global rollouts.

Amazon MusicNew York, NY

Oct 2021 – Jun 2025

Senior Technical Product Manager, Personalization and Search

Owned discovery, personalization, and search for the Free and Prime tiers, partnering directly with applied scientists on the recommendation and ranking systems serving tens of millions of listeners.
Improved subscriber retention 30% and engagement 25% by leading personalization work using collaborative filtering, deep learning, and reinforcement learning applied to individual listening behavior.
Ran 90+ experiments and shipped 40+ features over four years, including roughly 30 launches in 2023 that contributed to returning the Prime tier to subscriber growth.
Built the early-signal capture that powers personalization on a free product: preference selection at signup to solve cold start, and permission and contact capture before customers disengage.
Launched display advertising for Alexa multimodal devices earlier in the Amazon tenure, a zero-to-one ad surface on Echo Show using component-based creative that adapts to the viewer's distance from the screen. Now live across five regions.

iHeartRadioNew York, NY

Sep 2018 – Mar 2021

Head of Product Management

Led 6 product teams across personalization, subscription, search, live radio, playlists, and podcasts for a platform with more than 150 million registered users.
Grew the active customer base 27% and raised customer satisfaction 16 points to 87% by launching machine learning personalization across content surfaces.
Increased feature delivery velocity 40% by restructuring how engineering and design teams were organized and shortening experimentation cycles.
Segmented retention by content format rather than treating it as a single metric, which separated one retention problem into several with distinct interventions.

GOBankingRatesEl Segundo, CA

May 2017 – Jun 2018

Director of Product Management, Growth

Reversed a revenue decline to 24% growth and improved conversion 80% in one year through structured experimentation and customer journey optimization.

RadPadCulver City, CA

Aug 2016 – May 2017

VP of Product Management, Marketplace

Ran product for an early-stage two-sided rental marketplace, applying predictive analytics to matching, engagement, and pricing. Contributed to 2x revenue growth in 6 months and positioned the company for acquisition.

Thrive MarketSanta Monica, CA

Jul 2015 – Aug 2016

Head of Product Management

Built the product organization from zero as first head of product, hiring 3 product managers, 3 designers, and 15 engineers.
Launched the company's first iOS app to 50K downloads in 4 days and 200K in the first month, and increased signups 4x and conversion 45% for a paid membership commerce business that reached a $100M annualized run rate during tenure.

Earlier Experience

Edmunds, Senior Product Manager, Mobile Apps and Web (Apr 2013 – Jul 2015). Rebuilt site architecture, navigation, search, and filtering to move the business from research to transactional shopping, driving a 35% conversion increase, and rebuilt the mobile app from the ground up.
Fandango (NBCUniversal), Senior Product Manager (Jun 2012 – Mar 2013). Shipped features contributing to a 57% rise in ticket sales and 34% growth in mobile and online users.
TripAdvisor, Senior Product Manager (Oct 2009 – Jun 2012). Led site-wide redesign and SEO strategy for a global travel platform, growing conversion 41% in 2011 and 33% in 2012.
MySpace, Senior Product Manager, Internationalization (Dec 2006 – Jul 2009). Led international product expansion with market-specific features across 31 countries, including MySpace Lite, a low-bandwidth profile experience covered by TechCrunch.
Harman International, Product Manager (Jul 2005 – Dec 2006). Launched 40+ partner e-commerce sites averaging $45M in aggregate annual sales.

Skills

Growth and Lifecycle: Subscription and membership products, acquisition and activation, retention and churn reduction, customer lifetime value, lifecycle and CRM messaging across email, push, in-app, and connected TV, pricing and offers, payments and billing, funnel optimization

Machine Learning: Recommendation and ranking systems, personalization, contextual multi-armed bandits, propensity and risk models, collaborative filtering, reinforcement learning, deep learning, real-time per-user decisioning, partnering with applied science teams

Analytics and Experimentation: Large-scale A/B testing, holdout and permanent control design, incrementality measurement, cohort analysis, causal inference, metric and objective function design, diagnosing artifacts and composition effects, SQL, Looker

Leadership: Hiring, managing, and developing product managers, zero-to-one team building, executive communication to SVP and C-suite, cross-functional leadership across engineering, design, data science, marketing, finance, and legal, global operations across US, EMEA, LATAM, and APAC

Education

Hofstra University · MBA, Marketing · Hempstead, NY

Long Island University, C.W. Post · BS, Finance and Management · Brookville, NY

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