Responsibilities

　　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.

　　Why Join Us

　　Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

　　Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.

　　To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.

　　At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.

　　Join us.

　　E-commerce's Governance and Experience (GNE) is seeking an experienced Intelligent Service Solutions Product Leader who possesses a strong background in e-commerce and a deep understanding of algorithms and natural language processing. The ideal candidate should have the ability to abstract user scenarios and be skilled in driving product development with a strong push capability. The product will be offered as an overall service solution, not limited to Chatbot.

　　Governance & Experience 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 and customer experience. We are seeking an experienced Intelligent Service Solutions Product Leader who possesses a strong background in e-commerce and a deep understanding of algorithms and natural language processing. The ideal candidate should have the ability to abstract user scenarios and be skilled in driving product development with a strong push capability. The product will be offered as an overall service solution, not limited to Chatbot.

　　Roles & Responsibilities:

　　- Responsible for the construction of customer service products of e-commerce business

　　- Will lead the team to cooperate with customer service business and production engineer team, while designing solutions to business problems

　　- Ability to sort out the pain points in team cooperation, optimize the project process, summarize and synchronize business information, and improve the efficiency of production and transportation

　　- Collaborate with cross-functional and cross-regional teams to ensure smooth product delivery, and be responsible for internal and external synchronization of strategy iteration

　　- Responsible for customer service business satisfaction, cost, efficiency and other indicators

　　Qualifications

　　- More than 5 years customer service product, solution design experience, management team experience is preferred

　　- Excellent communication, cooperation and project management skills, able to solve complex problems

　　- Understand the importance of user experience, while having professional judgment of customer service, and being able to balance cost, efficiency, experience while driving innovation

　　- Goal-oriented, with strong learning ability

　　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.

　　TikTok 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 [email protected].

　　Job Information

　　[For Pay Transparency] Compensation Description (annually)

　　The base salary range for this position in the selected city is $237614 - $485184 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.

　　Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:

　　We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

　　Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

　　We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.