Senior Product Manager (AI-Powered Customer Support) - Customer Service Platform (San Jose)

TikTok; San Jose (CA); On-site; USD 149,040 - 311,600; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid parental leave

Short-term and long-term disability coverage

10 paid holidays and 10 paid sick days

17 days of Paid Personal Time

Job summary

A leading social media platform is seeking a Senior Product Manager in San Jose to drive product strategy for AI-based customer support solutions. The ideal candidate will have 5+ years of product management experience, particularly in AI or automation. Join a dynamic team committed to inspiring creativity and driving innovation in user experience.

Qualifications

• 5+ years of experience in product management, particularly in AI or automation.
• Strong communication skills for technical and non-technical audiences.
• Passion for AI and a keen sense of user experience.

Responsibilities

• Define and execute product strategy for AI-based customer support.
• Build a scalable AI configuration platform for customer service bots.
• Collaborate with teams to align AI automation with business goals.

Skills

Product management

AI tooling

Excellent communication

Project management

Empathy for the customer

Education

Bachelor's degree or equivalent

Job description

Senior Product Manager (AI-Powered Customer Support) - Customer Service Platform (San Jose)

6 days ago Be among the first 25 applicants

Responsibilities

• Define and execute product strategy for AI-based feedback processing, including intent recognition, classification, and resolution routing.
• Build and iterate on a scalable AI configuration platform that enables rapid deployment and fine‑tuning of customer service bots.
• Collaborate with ML engineers to define use cases, training requirements, and system behavior logic for AI agents.
• Partner with customer service and policy teams to align AI automation with business priorities and quality standards.
• Define, track, and monitor product key performance metrics and process metrics. Monitor AI performance metrics (e.g., coverage rate, resolution rate, satisfaction, etc.), and use data to drive continuous improvement.
• Leverage customer feedback, user research, and data analytics to identify opportunities for growth and continuous improvement in the customer support lifecycle journey.
• Ensure compliance with data privacy, security, and user trust expectations across all AI‑driven interactions.

Qualifications

Minimum Qualifications

• 5+ years of experience in product management, (experience in AI or automation platforms is a plus)
• Passion for AI, experience with AI tooling, configuration platforms, or model lifecycle management
• Excellent communication skills, capable of articulating complex product concepts to both technical and non‑technical stakeholders, strong project management abilities
• Keen empathy for the customer and a commitment to resolve the challenges they present or experience, with a strong sense of responsibility for the final user experience of the product.

Preferred Qualifications

• Prior work in the customer support industry, particularly automation or chatbot
• Ability to think outside the box rather than just following industry trends

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. 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

Compensation Description (Annually): $149,040 – $311,600. 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: Mid‑Senior level

Employment type: Full‑time

Job function: Engineering and Information Technology

Industries: Technology, Information and Internet

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