Responsibilities
Team Introduction
This role is within the Global Lead Ads PMM team, part of TikTok's Product Solutions & Operations (PSO) organization. PSO aims to drive ad product growth through local product strategy, go-to-market plans, and by providing key market insights and product feedback to global teams. PSO collaborates closely with Product, Sales, Data Science, Business Marketing, and other teams. We are an agile and curious team, welcoming problem-solvers and strategic thinkers.
About The Job
We are looking for an experienced professional to join our team in operating and enhancing the intelligent customer service system for the TikTok messaging platform. This role focuses on optimizing the AI customer service experience through improved understanding, dialogue interaction, and content optimization, ensuring a seamless and efficient support journey for users.
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Responsibilities
- Develop the go-to-market strategy (0-1) for TikTok intelligent chatbot solutions and ensure flawless operational execution
- Drive the operations and delivery of intelligent customer service on the TikTok messaging platform by improving understanding accuracy, optimizing knowledge content and dialogue responses, and enhancing conversational experience to improve resolution efficiency and user satisfaction.
- Act as a product advocate to align adjacent product teams with shared goals
- Monitor performance, respond to changes in business and customer needs by designing and deploying timely strategies, and build a robust operational support system.
- Craft and deliver effective collateral and packages to the market
Qualifications
Minimum Qualifications
- 3+ years of product marketing or product management experience with digital ad products, or 5+ years in digital advertising or business messaging
- Comfortable with conducting and analyzing quantitative & qualitative research and A/B testing
- Ability to build compelling narratives and simplify marketing messaging for different audiences.
- Strong data analysis and project management skills, with experience in cross-functional collaboration and leading initiatives.
- Ability to motivate teams and drive outcomes, unblocking issues where needed.
- Familiar with AI technologies and their evolution, with an interest in leveraging cutting-edge innovations to improve operational efficiency and empower teams.
- BA/BS degree or above
Preferred Qualifications
- A strong track record in intelligent customer service systems, particularly on platform-based solutions is preferred.