Product Infrastructure, Customer Service Platform - USDS
Apply NowCompany: TikTok
Location: San Jose, CA 95123
Description:
Location :
San Jose
Employment Type :
Regular
Job Code :
A212392
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Responsibilities
About the Team: TikTok is seeking an experienced Product Manager to join our customer service platform team. This role will focus on both making sure that users can easily get help when needed, as well as enabling our internal teams through platforms & tools to be able to properly serve our customers. You will work closely with stakeholders from a number of customer service teams to ensure that TikTok user issues are able to be solved in a fast and efficient manner. In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time. Responsibilities: - Lead the development and optimization of features within our customer service platform, focusing on improving platform & agent efficiency - Ensure that agents are sufficiently powered with the necessary tools in order to resolve user inquiries - Collaborate with cross-functional teams to identify challenges, define product strategies, and set objectives that align with the needs of both our customer service teams as well as our end users - Define, track, and monitor product key performance metrics and process metrics. Help design product datasets and perform regular data analysis to derive insights that guide product decisions and drive iterative improvements to the platform - Leverage customer feedback, user research, and data analytics to identify opportunities for growth and continuous improvement in the customer support lifecycle journey
Qualifications
Minimum Qualifications: - Bachelor's degree or higher - Minimum 3 years of experience as a Product Manager managing full product cycles, integrating customer feedback, and driving prioritization - Strong problem-solving and analytical skills, with the ability to use data to guide product decisions and improve performance Preferred Qualifications: - Experience partnering with global stakeholders with strong verbal and written communication skills - Prior experience in customer service Candidates for this position must be legally authorized to work in the United States. This position is not eligible for visa sponsorship or support.
Job Information
[For Pay Transparency]Compensation Description (Annually)
The base salary range for this position in the selected city is $149040 - $311600 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.
About USDS
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security ("USDS") is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.
Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect - and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok 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.
USDS Reasonable Accommodation
USDS 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 https://tinyurl.com/USDS-RA
Apply to this job
San Jose
Employment Type :
Regular
Job Code :
A212392
Apply to this job
Share this listing:
Responsibilities
About the Team: TikTok is seeking an experienced Product Manager to join our customer service platform team. This role will focus on both making sure that users can easily get help when needed, as well as enabling our internal teams through platforms & tools to be able to properly serve our customers. You will work closely with stakeholders from a number of customer service teams to ensure that TikTok user issues are able to be solved in a fast and efficient manner. In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time. Responsibilities: - Lead the development and optimization of features within our customer service platform, focusing on improving platform & agent efficiency - Ensure that agents are sufficiently powered with the necessary tools in order to resolve user inquiries - Collaborate with cross-functional teams to identify challenges, define product strategies, and set objectives that align with the needs of both our customer service teams as well as our end users - Define, track, and monitor product key performance metrics and process metrics. Help design product datasets and perform regular data analysis to derive insights that guide product decisions and drive iterative improvements to the platform - Leverage customer feedback, user research, and data analytics to identify opportunities for growth and continuous improvement in the customer support lifecycle journey
Qualifications
Minimum Qualifications: - Bachelor's degree or higher - Minimum 3 years of experience as a Product Manager managing full product cycles, integrating customer feedback, and driving prioritization - Strong problem-solving and analytical skills, with the ability to use data to guide product decisions and improve performance Preferred Qualifications: - Experience partnering with global stakeholders with strong verbal and written communication skills - Prior experience in customer service Candidates for this position must be legally authorized to work in the United States. This position is not eligible for visa sponsorship or support.
Job Information
[For Pay Transparency]Compensation Description (Annually)
The base salary range for this position in the selected city is $149040 - $311600 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.
About USDS
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security ("USDS") is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.
Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect - and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok 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.
USDS Reasonable Accommodation
USDS 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 https://tinyurl.com/USDS-RA
Apply to this job