About the Team

The E-Commerce's Governance and Experience team at Tik Tok 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.

Compensation

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

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.

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.