TikTok Shop - Experienced Product Manager, Automatic Customer Service Products

About the Team

The E-Commerce's Governance and Experience team at TikTok is a global team responsible for ensuring our marketplace is safe and trustworthy not only for our users, but also for sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality.



Responsibilities

1. Lead the design and development of AI-powered customer service products, including intelligent dialogue systems, automated forms, and self-service solutions. Drive the full product lifecycle, including strategy, requirements definition, development, testing, launch, and own the end-to-end impact and performance of the product.

2. Analyze and abstract business requirements across different countries and markets, translating them into standardized, scalable capabilities. Collaborate with cross-functional and cross-regional teams to ensure seamless product delivery that meets diverse user needs.

3. Define and track data-driven performance indicators, leveraging AI and advanced analytics to identify issues, uncover optimization opportunities, and drive continuous iteration to enhance intelligent service quality and efficiency.

4. Identify and resolve team collaboration pain points by optimizing project processes, streamlining information sharing, and improving operational coordination to achieve technology-driven and operational excellence.

5. Champion the use of cutting-edge AI technologies and innovative solutions to ensure the platform consistently delivers best-in-class service experiences for buyers, sellers, and creators, enabling smarter interactions, faster resolution, and higher satisfaction.