Senior Product Manager, Customer Insights & AI Solutions (Mandarin Speaker)

About the team At TikTok, safeguarding our global community is a top priority. The Business Integrity (BI) team is dedicated to building advanced technologies and scalable operational solutions that mitigate risks in commercial content, ensuring a responsible and seamless experience for advertisers on the TikTok platform.

This role sits within the Advertiser Experience Product and Operations Team under Business Integrity. Our team focuses on improving advertiser satisfaction across review, policy, and account-related experiences through data-driven insights, operational excellence, and innovative product solutions.

About the Role We are looking for a Product Manager, Customer Insights & AI Solutions to deeply understand advertiser pain points and transform customer signals into scalable product and operational improvements. In this role, you will lead the synthesis of customer feedback, behavioral data, and operational findings to uncover meaningful insights about advertiser needs, friction points, and growth opportunities.

You will also play a key role in exploring and applying AI capabilities to improve how we collect, analyze, and act on customer insights. The ideal candidate is highly curious about users, strong in structured problem-solving, and passionate about building AI-powered tools or intelligent agents that enhance product decision-making and customer experience.

Responsibilities

• Own the end-to-end customer insight workflow by consolidating feedback from multiple channels, including support tickets, escalations, surveys, interviews, and operational data.
• Conduct deep analysis of customer feedback and behavioral patterns to identify recurring pain points, unmet needs, and root causes behind advertiser experience issues.
• Translate fragmented qualitative and quantitative signals into actionable insights, strategic recommendations, and clear product opportunities.
• Partner closely with Product, Engineering, Data Science, Operations, Policy, and XFN stakeholders to drive customer-centric solutions and prioritization decisions.
• Develop frameworks and mechanisms to continuously monitor advertiser sentiment, feedback themes, and experience quality across key touchpoints.
• Explore, design, and implement AI-powered solutions—including intelligent agents, workflow automations, or insight-generation tools, to improve how customer feedback is processed and leveraged.
• Drive 0-to-1 and iterative initiatives that improve transparency, usability, and trust in advertiser-facing experiences.
• Define success metrics and measure the impact of insight-driven initiatives on customer satisfaction, issue resolution, and product performance.
• Stay up to date on AI trends, LLM applications, and emerging best practices for customer research, insight mining, and agent-based workflows.

Minimum Qualifications

• Strong ability to synthesize large volumes of qualitative and quantitative data into clear user insights and business recommendations.
• Demonstrated experience using customer feedback, research, and data analysis to influence product strategy or operational improvements.
• Strong interest in AI technologies, with hands-on experience using AI tools to improve analysis, productivity, or workflow efficiency.
• Ability to independently structure ambiguous problems and communicate insights effectively to diverse stakeholders.
• Fluency in both English and Mandarin required: the role involves frequent communication with global teams, clients and stakeholders in English-speaking regions as well as Chinese-speaking markets. Proficiency in Mandarin is essential to effectively engage with Chinese-speaking partners, understand cultural nuances, and navigate business transactions in key markets, ensuring smooth cross-cultural collaboration and market expansion.

Preferred Qualifications:

• Experience in ad platforms, performance marketing, trust & safety, risk control, or customer experience domains.
• Experience building or prototyping AI agents, copilots, or workflow automations using LLMs and related tools.
• Familiarity with customer feedback systems, VOC programs, taxonomy design, or insight mining methodologies.
• Experience working in fast-paced, global organizations with complex stakeholder environments.
• Strong product sense with the ability to turn insights into scalable solutions.