TikTok Shop - Product and Tools Solution Manager

Responsibilities

About the team
Global E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Support Center (SSC) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators.

We are looking for an Automation Operations Product and Tools Solution Manager responsible for the solution management of large language model products and tools in the customer service domain, driving deep integration between technology and business to enhance user experience of automation solutions and operations efficiency, and optimizing product iteration mechanisms to ensure the product's competitiveness in the industry.

What will you do

1. Design model application products and operational tool solutions focusing on one/several domains (e.g., intelligent customer service problem-solving capabilities, automated issue classification and routing, solution configuration tools, PE tools, model analysis tools, labeling tools), tailored to business scenarios.
2. Coordinate technical teams to complete model training, deployment, and optimization, ensuring product and operational tool performance in good performance and aligned with business objectives.
3. Establish evaluation frameworks for customer service products and tools, regularly delivering analysis reports and driving optimizations.
4. Collaborate closely with customer service product team, C-end product team, algo team, and engineering team to align product development with business needs.
5. Track key metrics (e.g., usage rate, user satisfaction, problem resolution rate) and optimize operational strategies through data analysis, and deliver results.
6. Deep dive into user behavior data to identify underlying needs and drive iterative product enhancements.
7. Manage A/B testing to validate new features and ensure continuous improvement.
8. Prioritize data privacy and security, ensuring model operations adhere to regulatory frameworks.
9. Analyze competitor dynamics and propose differentiated competitive strategies.

Qualifications

Minimum Qualifications

1. Bachelor's degree in Computer Science, Data Science, Artificial Intelligence, Data Analysis, Business Analysis, or related fields.
2. 2+ years of product management or operations experience. Experience in implementing intelligent customer service solutions, deploying large models, or optimizing operational tools is preferred.
3. Proficient in product development processes, capable of independently completing requirements analysis, prototype design, and project management.
4. Strong logical reasoning and communication skills, combined with advanced data analysis abilities. Able to translate complex operational rules into technical solutions to drive the evolution of intelligent customer service.
5. High resilience, adaptability to fast-paced environments, and a demonstrated ability to think innovatively and solve problems effectively.

Preferred Qualifications

1. Familiarity with NLP, deep learning, and other technologies. Candidates with experience in applying large language models (e.g., GPT, BERT) are preferred.
2. Strong data sensitivity and proficiency in using tools like SQL and Python for data analysis.
3. Deep understanding of customer service workflows (e.g., ticket handling, knowledge base management, user segmentation operations), industry trends, and technological advancements. Demonstrated expertise in AI applications within the customer service domain.
4. A strong innovative spirit, capable of proposing novel solutions and driving their implementation.
5. Able to collaborate effectively with compliance, product, technology, and data teams.

Job Information

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.