Product Manager, Customer Service Platform

Platform (CSP) is a team that integrate the product technology resources of the company's internal customer service system. Our mission is to provide users with efficient self-service solutions and provide agents with convenient tools so as to improve customer service experience.

Responsibilities:

• Familiar with E-Commerce customer service industry, understand US buyer, seller and front-line staff's habits and demands in customer service
• Conduct local user research and usability testing, communicate with upstream/downstream teams to collect business information and feedbacks
• Responsible for US localization function iteration, take fully consideration of users' privacy, sensitive data and business security, output product solutions, collaborate with other teams to implement projects
• Formulate localized product planning, help team to make the right localized decision
• Provide help or directly participate in general platform product construction
• Promptly response, distribute and follow-up of on-call problems, sensitive of US user's pain point, responsible for the final result
• Establish communication and cooperation mechanism between the local business team and Customer Service Product team, including product requirements management, information integration and transmission

Qualifications

Qualifications

• Bachelor degree or above
• 4+ years as a product manager, relevant experience in customer service filed
• Experience working with global/large complex organization and cross-functional environment
• Keen sense of empathy and insight, be able to have a deep insight into the needs of local users
• Good at product designing and logical thinking, has abstract thinking ability to output general solutions
• High problem solving and priority skills
• Proactive in action, strong ownership, take responsibility and deliver results, work well under high pressure
• Excellent skills in communicating for cross-border, cross-roles, cross-functional collaboration
• Excellent written and oral English communication skills
• Experience in E-Commerce is a plus

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at [email protected].

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $156864 - $296020 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.