Product Manager (AI-Powered Customer Support) - TikTok

Team Introduction: TikTok is seeking an experienced Product Manager to join our Customer Service Platform team, with a focus on AI-driven automation. In this role, you will lead the development of intelligent feedback handling strategies and scalable AI configuration platforms. Your mission is to build products that improve human efficiency and reduce workload by enabling the platform to automatically understand, process, and resolve user issues in a closed loop.

Responsibilities:

• Define and execute product strategy for AI-based feedback processing, including intent recognition, classification, and resolution routing.
• Build and iterate on a scalable AI configuration platform that enables rapid deployment and fine-tuning of customer service bots.
• Collaborate with ML engineers to define use cases, training requirements, and system behavior logic for AI agents.
• Partner with customer service and policy teams to align AI automation with business priorities and quality standards.
• Define, track, and monitor product key performance metrics and process metrics. Monitor AI performance metrics (e.g., coverage rate, resolution rate, satisfaction, etc.), and use data to drive continuous improvement.
• Leverage customer feedback, user research, and data analytics to identify opportunities for growth and continuous improvement in the customer support lifecycle journey.
• Ensure compliance with data privacy, security, and user trust expectations across all AI-driven interactions.

Minimum Qualifications

• 5 + years of experience in product management
• Passion for AI, experience with AI tooling, configuration platforms, or model lifecycle management
• Excellent communication skills, capable of articulating complex product concepts to both technical and non-technical stakeholders, strong project management abilities
• Keen empathy for the customer and a commitment to resolve the challenges they present or experience, with a strong sense of responsibility for the final user experience of the product.

Preferred Qualifications:

• Prior work in the customer support industry, particularly automation or chatbot
• Ability to think outside the box rather than just following industry trends
• Experience in AI or automation platforms is a plus