Senior Product Manager, Service Solution

San Jose, CA, United States

Responsibilities

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us

At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

Governance & Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality and customer experience. We are seeking an experienced Intelligent Service Solutions Product Leader who possesses a strong background in e-commerce and a deep understanding of algorithms and natural language processing. The ideal candidate should have the ability to abstract user scenarios and be skilled in driving product development with a strong push capability. The product will be offered as an overall service solution, not limited to Chatbot.

Responsibilities:

- Develop and manage the product roadmap for the Intelligent Service Solutions product line, incorporating customer feedback and market trends

- Work closely with cross-functional teams, including engineering, data science and design to define product requirements and ensure timely delivery of features

- Conduct market research and competitive analysis to stay current with industry trends and identify opportunities for innovation

- Collaborate with UX designers and data scientists to develop intelligent service solution capabilities that deliver an exceptional user experience

- Work closely with customer service teams to ensure the solution meets customer needs and expectations

- Develop and manage product metrics and KPIs to measure the success of the solution and iterate on the product accordingly

- Stay up-to-date on advancements in artificial intelligence and machine learning to ensure the solution remains cutting-edge

Qualifications

- At least 5 years of experience as a Product Manager, with a focus on intelligent service solutions or natural language processing products

- Strong understanding of e-commerce and customer behavior

- Strong technical background and familiarity with machine learning and natural language processing algorithms. Degree in Computer Science, Engineering, or a related field is preferred

- Ability to think abstractly and conceptualize user scenarios

- Strong project management skills with the ability to manage multiple projects and stakeholders

- Experience with agile development methodologies

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 $204000 - $399600 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.

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