Senior Product Manager - Customer Service Platform

Responsibilities

Team Introduction:
TikTok is seeking an experienced Product Manager to join our Customer Service Platform team. In this role, you will be responsible for enhancing user support experiences and empowering internal teams with the tools they need to efficiently resolve customer inquiries. You will collaborate closely with various customer service teams to ensure user issues are addressed quickly and effectively.

Responsibilities:
- Drive the development and optimization of features within the customer service platform to improve efficiency for both users and support agents.
- Equip customer service agents with the necessary tools to resolve user inquiries effectively.
- Work cross-functionally to identify challenges, define product strategies, and set objectives that align with the needs of both internal teams and end users.
- Define, track, and analyze key performance metrics to guide product decisions and drive continuous platform improvements.
- Utilize customer feedback, user research, and data analytics to identify opportunities for enhancing the customer support experience.

Qualifications

Minimum Qualifications:
- 3+ years of experience as a Product Manager, managing full product cycles, integrating customer feedback, and driving prioritization.
- Strong problem-solving and analytical abilities, with a data-driven approach to product decision-making.
- Excellent communication skills, with the ability to convey complex product concepts to both technical and non-technical stakeholders.

Preferred Qualifications:
- Experience in customer service-related products is a plus.
- Experience in global products is preferred.

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.