Senior Product Manager (AI-Powered Customer Support) - Customer Service Platform (San Jose)

Team Introduction:

TikTok is seeking an experienced Product Manager to join our Customer Service Platform team, with a focus on AI-driven automation. In this role, you will lead the development of intelligent feedback handling strategies and scalable AI configuration platforms. Your mission is to build products that improve human efficiency and reduce workload by enabling the platform to automatically understand, process, and resolve user issues in a closed loop.



Responsibilities:

- Define and execute product strategy for AI-based feedback processing, including intent recognition, classification, and resolution routing.

- Build and iterate on a scalable AI configuration platform that enables rapid deployment and fine-tuning of customer service bots.

- Collaborate with ML engineers to define use cases, training requirements, and system behavior logic for AI agents.

- Partner with customer service and policy teams to align AI automation with business priorities and quality standards.

- Define, track, and monitor product key performance metrics and process metrics. Monitor AI performance metrics (e.g., coverage rate, resolution rate, satisfaction, etc.), and use data to drive continuous improvement.

- Leverage customer feedback, user research, and data analytics to identify opportunities for growth and continuous improvement in the customer support lifecycle journey.

- Ensure compliance with data privacy, security, and user trust expectations across all AI-driven interactions.