Responsibilities
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. We are looking for a Service Product Operations Specialist to drive effective product excellence. Job Description 1. Responsible for the overall planning and design of products in the customer service domain, covering both AI-powered customer service scenarios (such as chatbots, LLM applications, and intent recognition) and human-assisted customer service scenarios (such as agent workbenches, ticketing systems, scheduling, and quality assurance tools). 2. Identify business pain points, translate requirements into executable solutions, and complete BRD drafting, requirement reviews, and end-to-end project delivery. 3. Build a data evaluation framework, track core product metrics, and continuously optimize product capabilities, operational efficiency, and user experience through data-driven methods. 4. Collaborate with cross-functional teams including algorithms, R&D, business, and compliance to align requirements and implementation and ensure efficient project delivery. 5. Lead A/B testing and feature iterations, continuously improve product stability and user experience, and reduce failure rates and bug rates. 6. Ensure data security and compliance requirements are incorporated into product design, launch, and operations within a compliant framework.
Qualifications
Minimum Qualifications 1. Bachelor's degree or above; Majors related to Computer Science, Data Science, Artificial Intelligence, or Operations Management are preferred. 2. Experience in product or operations roles, with familiarity in at least one of the following areas preferred: intelligent customer service/LLM applications, human customer service systems, or customer service operations tool optimization. 3. Familiar with the full product lifecycle and capable of independently completing requirement analysis, solution design, and project execution. 4. Strong logical thinking, requirement breakdown, and data analysis skills. Proficiency in data analysis tools is preferred. Preferred Qualifications 1. Understanding of the full customer service business process and industry trends. Familiarity with NLP/LLM-related technologies and applications. 2. Able to adapt to a fast-paced iteration cycle and capable of cross-cultural collaboration.
Job Information
About TikTok
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.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
