RCRoxin Chang
@roxinchang
Program & deployment leader optimizing GenAI-driven global operations.
TaiwanWhat I'm looking for
I am a program and deployment leader with over eight years driving large-scale solution deployment, global program execution, and workforce optimization across APAC, EMEA, and NA. I specialize in leveraging GenAI and workflow automation to improve service quality and operational efficiency.
At Activision Blizzard I led end-to-end service delivery for multilingual teams, developed predictive headcount models that improved hiring accuracy by 15%, and implemented AI-enhanced automation that cut response times by 30%. I partner closely with Product, Engineering, and CS to launch scalable support systems, deploy workflow automation, and deliver executive reporting aligned to global OKRs.
I am committed to building customer-first teams and data-driven operational frameworks, using SQL, advanced Excel, and dashboarding to forecast staffing needs, reduce manual work, and ensure SLA excellence across regions.
Experience
Work history, roles, and key accomplishments
Workforce Management Analyst
Activision Blizzard
Jan 2020 - Dec 2025 (5 years 11 months)
Designed GenAI-assisted scheduling and adaptive workforce frameworks that reduced manual scheduling workload by 50% and improved scheduling accuracy by 15% during high-volume events.
ABProject Support Specialist
Activision Blizzard
Jan 2020 - Dec 2025 (5 years 11 months)
Coordinated cross-functional programs to align EMEA service standards post-acquisition, deploying GenAI tools that improved documentation efficiency by 40% and reduced manual work by 60%.
ABProgram & Deployment Leader
Activision Blizzard
Jan 2017 - Dec 2025 (8 years 11 months)
Led global program and deployment initiatives across APAC, EMEA, and NA, implementing AI-driven workflow automation and predictive staffing models that improved hiring accuracy by 15% and reduced manual workload by 60%.
ABCustomer Service Supervisor
Activision Blizzard
Jan 2023 - Dec 2024 (1 year 11 months)
Owned end-to-end service delivery for 60+ FTEs across five languages, implemented scalable frameworks and AI automation that cut response time by 30% and improved escalation efficiency.
ABCS Live Operations Coordinator
Activision Blizzard
Jan 2017 - Dec 2020 (3 years 11 months)
Coordinated live-issue escalations and SLA governance for major titles, developed incident playbooks that improved FCR and CSAT during peak disruptions.
Education
Degrees, certifications, and relevant coursework
GOAgile Project Management (APM), Agile Project Management
Completed Agile Project Management training to apply agile methodologies in project execution and delivery.
GOGoogle AI Essentials, Artificial Intelligence
Completed Google AI Essentials coursework covering foundational AI concepts and practical applications.
PIProject Management Institute
Project Management Professional (PMP), Project Management
Earned the Project Management Professional (PMP) certification demonstrating competence in project leadership and delivery.
TUTamkang University
Bachelor of Business Administration, Business Administration
2010 - 2014
Completed a Bachelor of Business Administration focusing on business fundamentals and management practices from 2010 to 2014.
Availability
Location
TaiwanAuthorized to work in
Job categories
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