Product Manager - Customer Service Platform

TikTok; San Jose (CA); On-site; USD 150,000 - 250,000; Full time

Job summary

Join a dynamic team at a leading tech company as a Product Manager, where you'll enhance user support experiences and empower customer service teams. This role offers the chance to drive product strategies and optimize features within a cutting-edge customer service platform. Collaborate with diverse teams to analyze key metrics and utilize customer feedback for continuous improvement. If you're passionate about creating impactful solutions and thrive in a fast-paced environment, this opportunity is perfect for you. Embrace the chance to inspire creativity and bring joy through innovative products.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Paid Parental Leave

Short-term Disability Coverage

Long-term Disability Coverage

Life Insurance

Wellbeing Benefits

Paid Holidays

Qualifications

• 3+ years of experience managing full product cycles.
• Strong analytical abilities with a data-driven approach.

Responsibilities

• Drive development and optimization of customer service platform features.
• Work cross-functionally to define product strategies and objectives.

Skills

Product Management

Analytical Skills

Communication Skills

Problem-Solving

Education

Bachelor's Degree

Master's Degree (preferred)

Job description

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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.



About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.


Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion
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.


TikTok Accommodation
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request


Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $150000 - $250000 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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Product Management and Marketing

• Industries

  Technology, Information and Internet

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