Product Manager - Customer Service Platform

Responsibilities

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.

Join us.

In Customer Service Platform (CSP), we innovate, develop advanced technologies and customer service product solutions that integrate with all TikTok's applications across the global markets. Our vision is to serve TikTok's billions of users with smart and efficient self-service help solutions and empower our support specialists with best-of-the-class customer service platform ecosystem and tools, which deliver the best customer service experience.

Responsibilities:
- Analyze user insights, gather current industrial trends, design and launch strategic infrastructural and scalable platform solutions as building blocks to achieve company's business objectives.
- Drive the execution of all processes in the product lifecycle, including product and market research, competitor analysis, product roadmap development, detailed requirements, prototyping, product launch and post launch operation support.
- Establish strong partnership between Customer Service Product team and regional business team, advocate platform product solutions and derive smart customisation to meet local business requirements.
- Define product key performance metrics and process metrics, design product dataset and perform regular data analysis to derive the insights that guide the product iterations.
- Manage the entire product line life cycle, from strategic planning to tactical activities.
- Support product positioning and customer demand, and guide product development from conception to launch.
- Evaluate product functionalities and performance and propose enhancements to products based on market feedback.
- Research and analyse potential partner relationships for the product and generate ideas to grow market share, improve customer experience and drive growth.
- Drive market research studies to explore new technology and oversee development of business proposals for new opportunities.

Qualifications

- Bachelor's or higher degree in a related discipline.
- 5+ years product management experience.
- Proven product management working experience in customer service field of E-Commerce business. Good knowledge of E-Commerce buyer, seller and customer service agent's user habits on E-Commerce support products will be a bonus.
- Experience of working in large complex organisations, collaborating with cross functional teams across globe in a highly dynamic environment.
- Good data analytical skills and logical thinking.
- Ability to maintain a keen attention to detail, able to multitask, prioritise the task and deliver the results under pressure.
- Sincere empathy for the customer and a commitment to resolve the challenges they present or experience.
- Excellent written and verbal communication skills in English.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

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