AI Chat Product Management Trainee - Bilingual Mandarin

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.

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:

Base location required:

Cary, NC

(We are unable to hire in other states; relocation will be required.)

Hybrid remote working setting

• Review real conversations, find where the AI misunderstands shoppers or gives wrong answers, and work with engineering on fixes
• Design 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 agent
• Work on how AI Chat uses order, tracking, returns and policy data so answers are accurate and the AI never promises something that has not happened
• Track 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

• Collect and analyze user feedback, customer requests, product data, and market information to identify product improvement opportunities
• Participate in feature planning discussions — ideation, user flows, and solution design
• Under PM guidance, produce requirement documents, user flows, wireframes, functional specs, and acceptance criteria
• Track features from discovery through design, engineering, and launch — make sure problems are clearly defined and solutions land correctly

• Monitor product data and user feedback after launch; surface issues and propose next improvements

• Join user interviews and feedback sessions with Shopify merchants and ecommerce brands
• Track competitors in your product's category and produce structured competitive analysis
• Convert user insights and market signals into actionable product recommendations

• Work closely with engineering, design, QA, operations, and customer success to drive high-quality product delivery
• Proactively track project progress and flag issues early
• Own your tasks with a results mindset — follow through on commitments and complete retrospectives after launch

• Learn product planning, user research, data analysis, and project management through real work
• Conduct retrospectives on the features you ship; build your product judgment through iteration
• As you grow, take on increasing responsibility — eventually owning a product module or workstream independently

• Recent graduate from a US university (BS or MS), or within 1–2 years of graduation
• Any major welcome;
  Computer Science, Information Systems, Business Analytics, Engineering, Economics, or Design preferred
• Internship experience in pproduct management, product operations, business analysis, user research, software development, or a SaaS company is a plus
• Ma…