Responsibilities
About the Team:
TikTok is seeking an experienced Product Manager to join our customer service platform team. This role will focus on both making sure that users can easily get help when needed, as well as enabling our internal teams through platforms & tools to be able to properly serve our customers. You will work closely with stakeholders from a number of customer service teams to ensure that TikTok user issues are able to be solved in a fast and efficient manner.
In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
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Responsibilities:
- Lead the development and optimization of features within our customer service platform, focusing on improving platform & agent efficiency
- Ensure that agents are sufficiently powered with the necessary tools in order to resolve user inquiries
- Collaborate with cross-functional teams to identify challenges, define product strategies, and set objectives that align with the needs of both our customer service teams as well as our end users
- Define, track, and monitor product key performance metrics and process metrics. Help design product datasets and perform regular data analysis to derive insights that guide product decisions and drive iterative improvements to the platform
- Leverage customer feedback, user research, and data analytics to identify opportunities for growth and continuous improvement in the customer support lifecycle journey
Qualifications
Minimum Qualifications:
- Bachelor's degree or higher
- Minimum 3 years of experience as a Product Manager managing full product cycles, integrating customer feedback, and driving prioritization
- Strong problem-solving and analytical skills, with the ability to use data to guide product decisions and improve performance
Preferred Qualifications:
- Experience partnering with global stakeholders with strong verbal and written communication skills
- Prior experience in customer service
Candidates for this position must be legally authorized to work in the United States. This position is not eligible for visa sponsorship or support.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $149040 - $311600 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.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.