TikTok Shop - Product Manager, AI Service Experience

Responsibilities

About the team
E-commerce's Governance and Experience 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. We are looking for an experienced technical product manager to drive seller and creator governance product strategies and solutions for TikTok Shopping in North America regions.

As a product manager on our E-commerce team, you will work with teams of engineers, data scientists, operations, product policies and various relevant internal teams to build safety product features and strategies. You will be working on governance and ecosystem features, technical strategies to improve TikTok shopping, as well methods to detect and address risky behaviors and actors in TikTok E-commerce ecosystem.

Responsibilities
- Lead product planning, requirement breakdown, prototyping, and PRD creation for our global AI-driven service experience. Drive the continuous iteration of core features, including Chatbots and LLM-assisted tools for merchants and creators.
- Leverage Large Language Models (LLM) to enhance chatbot interactions. Design and implement AI-empowered features for human agents to simplify complex workflows and improve the resolution rate and efficiency of front-line support teams.
- Collaborate closely with global customer service operations, engineering, and AI algorithm teams to align with international business requirements and ensure successful product deployment.
- Make data-driven decisions by establishing core monitoring systems. Analyze business pain points using metrics such as CSAT (Customer Satisfaction) and CPD to drive product iterations and ensure KPIs are met.

Qualifications

Minimum Qualifications
- 3+ years of experience as a Product Manager, with a proven track record of launching LLM-related products. Deep understanding of model capabilities and their practical applications.
- Strong product sense and logical thinking, with the ability to distill complex business challenges into clear, actionable product solutions.
- Highly analytical and data-driven, capable of uncovering actionable insights to precisely guide product optimization.
- Excellent cross-functional communication and project management skills. Ability to efficiently coordinate resources, manage requirements, and effectively prioritize.

Preferred Qualifications
- Understanding of and passion for e-commerce and retail
- Knowledge of user generated content platforms and LIVE streaming is a plus
- Strong analytical capabilities and ability to interpret data into actionable insights
- Excellent communication skills and ability to communicate technical concepts to non-technical stakeholders and audience
- Flexible and experienced in project management, can lead and operate multiple project streams confidently
- Experience with AI, customer service platforms, or complex B2B platforms is highly preferred.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $176320 - $280440 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.