Product Manager Lead, Customer Service Platform

5 days ago

Singapore TIKTOK PTE. LTD. Full time

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.

The 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**:

- Responsible for the localization function iteration of Customer Service product, conducting local user research and usability testing, collecting local user feedbacks, and transforming them into localized product requirements;
- Producing product planning, product function design, cooperating with local R&D team to complete function landing, and ensure efficient and high-quality project implementation;
- Produce the product solution of overseas users' privacy, sensitive data and business security; Timely response, distribution and follow-up of overseas on-call problems;
- Responsible for assisting local function experiment and roll-out management, tracking product operation data after launch, analyzing user feedback, proposing optimization direction, and continuously improving product functions;
- Establish communication and cooperation mechanism between the local and the Customer Service Product Mid-platform, including product requirements management, information integration and transmission between frontline and the mid-platform;

**Qualifications**:

- Bachelor degree or above;
- At least 7 years working experience in products, product design experience in customer service field and global working experience is a plus;
- Have a keen sense of empathy and insight, be able to have a deep insight into the needs of users, and convert to reasonable solutions;
- Good logical thinking ability, pressure resistance ability, communication and cooperation ability, good at transnational cooperation and goal orientation;
- Experienced in leading a team is a plus.

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