TikTok Shop - Experienced Product Manager, Automatic Customer Service Products

TikTok; Seattle (WA); On-site; USD 156,864 - 296,020; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) savings plan with company match

Paid parental leave

Job summary

A leading social media platform is seeking a Product Manager for its E-Commerce's Governance and Experience team. This role involves leading the design of AI-powered customer service products, analyzing business requirements globally, and enhancing service efficiency. Candidates should have at least 5 years of product management experience, with a strong preference for experience in AI solutions. The position offers a competitive salary in Seattle and the chance to impact customer satisfaction at scale.

Qualifications

• 5 years of product management experience, 2 in customer service.
• Hands-on experience with AI-powered solutions preferred.
• Goal-oriented, with strong curiosity and learning agility.

Responsibilities

• Lead design and development of AI customer service products.
• Analyze business requirements and ensure seamless product delivery.
• Define and track data-driven performance indicators.

Skills

Product management

AI technologies

Communication skills

Project management

Job description

Overview

The E-Commerce's Governance and Experience team at TikTok is a global team responsible for ensuring our marketplace is safe and trustworthy not only for our users, but also for sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality.

Responsibilities

1. Lead the design and development of AI-powered customer service products, including intelligent dialogue systems, automated forms, and self-service solutions. Drive the full product lifecycle, including strategy, requirements definition, development, testing, launch, and own the end-to-end impact and performance of the product.
2. Analyze and abstract business requirements across different countries and markets, translating them into standardized, scalable capabilities. Collaborate with cross-functional and cross-regional teams to ensure seamless product delivery that meets diverse user needs.
3. Define and track data-driven performance indicators, leveraging AI and advanced analytics to identify issues, uncover optimization opportunities, and drive continuous iteration to enhance intelligent service quality and efficiency.
4. Identify and resolve team collaboration pain points by optimizing project processes, streamlining information sharing, and improving operational coordination to achieve technology-driven and operational excellence.
5. Champion the use of cutting-edge AI technologies and innovative solutions to ensure the platform consistently delivers best-in-class service experiences for buyers, sellers, and creators, enabling smarter interactions, faster resolution, and higher satisfaction.

Qualifications

Minimum Qualifications:

• 5 years of product management experience, including at least 2 years in customer service or intelligent service domain.
• Hands-on experience with AI-powered solutions, such as automated customer service, AI chatbots, or intelligent self-service platforms, strongly preferred.
• Goal-oriented and self-driven, with strong curiosity, a growth mindset, and exceptional learning agility—especially in AI, automation, and emerging technologies.
• Excellent communication, collaboration, and project management skills, with the ability to break down and solve complex problems in fast-paced, cross-functional environments.

Preferred Qualifications:

• Background in e-commerce or marketplace platforms is highly desirable, with a proven ability to leverage technology, AI, and data to improve customer experience and operational efficiency.

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 $156,864 - $296,020 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. Apropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems;
3. Exercising sound judgment.