Product Manager, Customer Service Platform
Company: TikTok
Location: Seattle
Posted on: November 19, 2023
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Job Description:
Product Manager, Customer Service Platform Seattle Regular
Product - Product manager Job ID: P0620 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 UsCreation 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.About Our TeamThe Customer Service Platform (CSP)
is a team that integrate the product technology resources of the
company's internal customer service system. Our mission is to
provide users with efficient self-service solutions and provide
agents with convenient tools so as to improve customer service
experience.Responsibilities:- Familiar with E-Commerce customer
service industry, understand US buyer, seller and front-line
staff's habits and demands in customer service- Conduct local user
research and usability testing, communicate with
upstream/downstream teams to collect business information and
feedbacks- Responsible for US localization function iteration, take
fully consideration of users' privacy, sensitive data and business
security, output product solutions, collaborate with other teams to
implement projects- Formulate localized product planning, help team
to make the right localized decision- Provide help or directly
participate in general platform product construction- Promptly
response, distribute and follow-up of on-call problems, sensitive
of US user's pain point, responsible for the final result-
Establish communication and cooperation mechanism between the local
business team and Customer Service Product team, including product
requirements management, information integration and transmission
Qualifications Qualifications- Bachelor degree or above- 4+ years
as a product manager, relevant experience in customer service
filed- Experience working with global/large complex organization
and cross-functional environment- Keen sense of empathy and
insight, be able to have a deep insight into the needs of local
users- Good at product designing and logical thinking, has abstract
thinking ability to output general solutions- High problem solving
and priority skills- Proactive in action, strong ownership, take
responsibility and deliver results, work well under high pressure-
Excellent skills in communicating for cross-border, cross-roles,
cross-functional collaboration- Excellent written and oral English
communication skills- Experience in E-Commerce is a plusTikTok 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 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
pdi.accommodations@tiktok.com. Job Information The base salary
range for this position in the selected city is $140600 - $275500
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.Our company benefits are designed to convey company culture
and values, to create an efficient and inspiring work environment,
and to support our employees to give their best in both work and
life. We offer the following benefits to eligible employees: We
cover 100% premium coverage for employee medical insurance,
approximately 75% premium coverage for dependents and offer a
Health Savings Account(HSA) with a company match. As well as
Dental, Vision, Short/Long term Disability, Basic Life, Voluntary
Life and AD&D insurance plans. In addition to Flexible Spending
Account(FSA) Options like Health Care, Limited Purpose and
Dependent Care. Our time off and leave plans are: 10 paid holidays
per year plus 17 days of Paid Personal Time Off (PPTO) (prorated
upon hire and increased by tenure) and 10 paid sick days per year
as well as 12 weeks of paid Parental leave and 8 weeks of paid
Supplemental Disability. We also provide generous benefits like
mental and emotional health benefits through our EAP and Lyra. A
401K company match, gym and cellphone service reimbursements. The
Company reserves the right to modify or change these benefits
programs at any time, with or without notice.
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Keywords: TikTok, Seattle , Product Manager, Customer Service Platform, Executive , Seattle, Washington
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