Product Manager-AI Chat -Customer Service Platform

1 Month ago • 4-4 Years • Monetization • Product Management • $140,600 PA - $275,500 PA

About the job

Job Description

ByteDance seeks a Product Manager for its AI Chat-powered Customer Service Platform (CSP). This role focuses on improving the US customer service experience by developing efficient self-service solutions and agent tools. Responsibilities include user research, usability testing, function iteration (considering privacy and security), product planning, collaboration with cross-functional teams, on-call problem resolution, and establishing communication mechanisms. The ideal candidate possesses 4+ years of product management experience in the customer service field, strong understanding of US e-commerce customer service dynamics, and excellent communication skills.
Must have:
  • 4+ years product management experience
  • E-commerce customer service expertise
  • User research & usability testing
  • Cross-functional collaboration skills
  • Product planning & execution
  • Problem-solving & prioritization
Good to have:
  • E-commerce experience
Perks:
  • Medical, dental, and vision insurance
  • 401(k) savings plan with company match
  • Paid parental leave
  • Paid time off
  • Wellbeing benefits
Responsibilities
About ByteDance Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content. Why Join Us Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve. Join us. About About Our Team The Customer Service Platform (CSP) is a team that integrate the product technology resources of the company's internal customer service system. Our mission is to provide users with efficient self-service solutions and provide agents with convenient tools so as to improve customer service experience. Responsibilities 1.Familiar with E-Commerce customer service industry, understand US buyer, seller and front-line staff's habits and demands in customer service 2.Conduct user research and usability testing, communicate with upstream/downstream teams to collect business information and feedbacks; 3.Responsible for US function iteration, take fully consideration of users' privacy, sensitive data and business security, output product solutions, collaborate with other teams to implement projects; 4.Formulate product planning, help team to make the right decision; 5.Provide help or directly participate in general platform product construction; 6.Promptly response, distribute and follow-up of on-call problems, sensitive of US user's pain point, responsible for the final result; 7. Establish communication and cooperation mechanism including product requirements management, information integration and transmission.
Qualifications
Minimum Qualifications 1.Bachelor degree or above; 2 4+ years as a product manager, relevant experience in customer service filed; 3.Experience working with global/large complex organization and cross-functional environment; 4.Keen sense of empathy and insight, be able to have a deep insight into the needs of users; 5.Good at product designing and logical thinking, has abstract thinking ability to output general solutions; 6.High problem solving and priority skills - Proactive in action, strong ownership, take responsibility and deliver results; 7.Excellent skills in communicating for cross-border, cross-roles, cross-functional collaboration Preferred qualification 1.Experience in E-Commerce is a plus ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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. --- ByteDance Inc. 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 https://shorturl.at/cdpT2 #LI-Onsite
Job Information
【For Pay Transparency】Compensation Description (Annually)

The base salary range for this position in the selected city is $140600 - $275500 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.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.

View Full Job Description
$140.6K - $275.5K/yr (Outscal est.)
$208.1K/yr avg.
Seattle, Washington, United States

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Where imagination meets innovation, delivering limitless gaming experiences.

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