Job Description

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.