TikTok Shop - Product Manager, AI Service Experience

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.
Requirements:
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.