Joyce Song

From first-line support to regional leader

“You need to focus on your strengths first. When you do that, you’ll build the confidence to improve your weaknesses.”

For Head of Technology Success, Asia Joyce Song, that mindset has shaped an eight-year journey of growth at Third Bridge. From being the first Product Operations Engineer in Asia to leading three regional teams across multiple countries, Joyce has built a career grounded in learning, trust, and proactive problem-solving, while helping others do the same.

Based in Shanghai, Joyce now leads Technology Success teams across Shanghai, Hong Kong, and Mumbai, supporting offices throughout Asia. But her path into leadership wasn’t planned from the outset. Instead, it’s been defined by curiosity, resilience, and a willingness to step forward when new challenges appear.

Starting out in Technology Success

Joyce joined Third Bridge in 2017 as a Product Operations Engineer, a role focused on day-to-day application support for internal systems and client-facing tools.

“Our team was providing day-to-day support to ensure everything could run smoothly,” she explains. “We were supporting employees, clients, and experts so they could all work successfully.”

Before joining Third Bridge, Joyce had already explored both sides of technology. She’d started her career as a software engineer, then moved into application support to find a role that combined technical skills with human connection.

“I was okay with coding,” she says, “but I also wanted more opportunities to communicate with people, to provide support and help them.”

That blend made Third Bridge a natural next step. In fact, Joyce was the first Product Operations team member in Asia, reporting directly to Fiona Neville (our current Global Head of Technology Operations), who would become a long-term mentor and role model.

Growing from individual contributor to leader

Over time, Joyce’s role evolved from first-line support, to second-line support, to taking the lead on complicated problem-solving and leadership responsibilities.

“I realised that I enjoy helping junior members grow and seeing how I can create impact for the team,” she explains. “Everyone has talent. People just have different strengths and weaknesses. If you can identify their strengths, you can help them build confidence and shine in different positions.”

Joyce’s leadership style has been influenced by a piece of advice she received from her manager early in her career.

“I wasn’t confident in my English, I thought it was my weakness,” Joyce recalls. “But Fiona helped me see my strengths in communication and technical skills, and encouraged me to maximise those. She helped me understand that communication skills are key and language is just a tool. When you focus on your strengths, you build confidence to improve your weaknesses.”

With that mindset shift, Joyce invested in improving her English while continuing to progress into senior leadership. Today, Joyce leads three teams across Asia and works closely with regional managers and global Product and Technology leaders to ensure alignment across functions.

Creating structure and impact

Joyce’s days are busy and varied, but she brings structure to the chaos.“Every morning I open my notebook and write down my three big rocks for the day,” she says. “They might not be urgent, but they’re important.”

From there, her time is split between project work, stakeholder meetings, supporting her team, and collaborating with global peers. Recent projects have included major office relocations in Hong Kong and Tokyo, alongside ongoing operational leadership.

One project Joyce is particularly proud of involved resolving a critical email delay issue affecting a major client. Joyce led the investigation, coordinating directly with the client’s senior technology leaders. “I was confident and tried to support them to identify the root cause,” she explains. “We also prepared a Plan B, because we needed to think from our users’ and clients’ perspectives.”

The result was a successful resolution and strong feedback. “They appreciated our professionalism and practical attitude,” Joyce says. “Sometimes it’s a small issue, but if you put yourself in the user’s perspective and stay proactive, you can create a really positive outcome.”

What she enjoys most about her work is collaboration, something she sees as core to Third Bridge’s culture. “We always share best practices across regions,” Joyce explains. “When I face challenges, I can learn from colleagues in Europe or the US, and we build trust through real projects.”

A culture built on trust and inclusion

Ask Joyce how she’d describe Third Bridge’s culture, and she doesn’t hesitate.“Trust and respect,” she says. “We respect people from different regions, languages, ages, and backgrounds.”

She’s seen that inclusion in action. “We don’t compare age or gender,” Joyce explains. “It’s about your talent, potential, and performance. Everyone can feel welcomed and respected.”

Joyce has contributed directly to that culture through her work outside her core role. She holds a Mental Health First Aid certification and has led sessions for new joiners in Asia to highlight the importance of mental wellbeing.

“We want people to know that at Third Bridge we value mental health as well as physical health,” she says. “There are resources here, and it’s okay to ask for support.”

She’s also been involved in the Shanghai Diversity, Equity and Inclusion (DEI) committee since 2021, helping to organise Pride Month, Women’s celebrations, and cross-cultural events.

Life beyond work

Outside of work, Joyce is intentional about balance. She enjoys reading, listening to podcasts about successful women, and staying active through yoga, jogging, and long-distance running. “I don’t run fast,” she laughs, “but I can complete a full marathon.”

She also runs regularly with colleagues in Shanghai, describing it as another way Third Bridge brings people together beyond work.

Advice for future joiners

Joyce’s advice for anyone starting at Third Bridge is simple but powerful. She encourages people to speak up about what they want to learn and try.

“Own your career,” she says. “Be proactive. Ask questions, ask for support, and share your career aspirations. If you tell your manager you want more of a challenge, you’ll get those opportunities. You just need to take that ownership.”

And when the bigger picture feels overwhelming, she offers one final perspective. “Focus on what you can control,” Joyce says. “It’s like climbing a mountain. You don’t need to worry about the top. Just focus on one step at a time, and you’ll make it.”

For Joyce, that steady, intentional approach has turned a first-line support role into a regional leadership career built on trust, collaboration, and meaningful impact.

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