Chien Kuo

Experience

• 

  Oscar Health

  Senior Director of Engineering

  Dec 2020 - Dec 2023

  Oscar Health (NYSE: OSCR) is the first health insurance company built to make health care easy through seamless technology and personalized support to help members navigate their health care.

  • Led the digital member experience group to achieve industry leading NPS with 4.8 rating for the Android app and 4.9 for the iOS app for 1M+ members
  • Reduced the lead time to release by 50+% through JIRA process improvement, automated QA and feature flag system improvements
  • Spearheaded the tech metrics improvement program
  • Oversaw customer service workflow improvements using chatbot with Dialogflow and member feedback summarization tool using LLM
• 

  2u Inc.

  Sr Director of Engineering

  Dec 2016 - Jan 2018

  2U Inc. (NASDAQ: TWOU) is an education technology company that partners with top universities to bring their degree programs and credit-bearing courses online.

  • Scaled the teams from 10+ to 50+ for Web, Mobile, API, data and infrastructure products in the learning and content system space to support business growth from $205.9 million in 2016 to $417.2 million in 2019
  • Improved NPS (Net Promoter Score) by 38% in one year
  • Increased the SDLC efficiency by 52% by transitioning to the service-oriented architecture and improving engineering practices
  • Led cross functional matrix teams reorganization for team scalability through domain driven design, defining roles and responsibilities, establishing team rituals, and continuous improvement
  • Enhanced security, DevOps and business continuity practices through infrastructure as code and container technologies for SLA and compliances
• 

  Retsku

  Vice President of Engineering and Co-founder

  Mar 2014 - Mar 2017

  RetSKU is a business intelligence SaaS platform focused on consumer product companies that sell through traditional “brick & mortar” retailers. By collecting and analyzing data on the four pillars of retail: distribution, pricing, shelving and merchandising, RetSKU provides actionable market insights to these companies.

  • Build data collection mechanism for retailer websites and mobile (iOS/Android) product for in-store data collection
  • Established scalable and stable ETL and data pipeline
  • Led topic extraction and sentiment analysis machine learning projects for product reviews from retailer websites using natural language processing and machine learning.