TikTok Shop - Product and Tools Solution Program Manager
- Singapore
- Permanent
- Full-time
1. Product Planning and Design
- Design model application products and operational tool solutions focusing on one/several domains (e.g., intelligent customer service problem-solving capabilities, automated issue classification and routing, solution configuration tools, PE tools, model analysis tools, labeling tools), tailored to business scenarios.
- Coordinate technical teams to complete model training, deployment, and optimization, ensuring product and operational tool performance remains consistent and aligned with business objectives.
2. Operational Strategy Development - Establish evaluation frameworks for customer service products and tools, regularly delivering analysis reports and driving optimizations.
3. Collaboration - Collaborate closely with customer service product team, C-end product team, algo team, and engineering team to align product development with business needs.
4. Data-Driven Decision Making
- Track key metrics (e.g., usage rate, user satisfaction, problem resolution rate) and optimize operational strategies through data analysis, and deliver results.
- Deep dive into user behavior data to identify underlying needs and drive iterative product enhancements.
5. User Experience Optimization - Manage A/B testing to validate new features and ensure continuous improvement.
6. Risk Management and Compliance - Prioritize data privacy and security, ensuring model operations adhere to regulatory frameworks.
7. Technological Innovation and Industry Insight - Analyze competitor dynamics and propose differentiated strategies.Qualifications:Minimum Qualifications
- Bachelor's degree in Computer Science, Data Science, Artificial Intelligence, Data Analysis, Business Analysis, or related fields.
- 3+ years of product management or operations experience. Experience in implementing intelligent customer service solutions, deploying large models, or optimizing operational tools is preferred.
- Proficient in product development processes, capable of independently completing requirements analysis, prototype design, and project management.
- Strong logical reasoning and communication skills, combined with advanced data analysis abilities. Able to translate complex operational rules into technical solutions to drive the evolution of intelligent customer service.
- High resilience, adaptability to fast-paced environments, and a demonstrated ability to think innovatively and solve problems effectively.Preferred Qualifications
- Familiarity with NLP, deep learning, and other technologies. Candidates with experience in applying large language models (e.g., GPT, BERT) are preferred.
- Strong data sensitivity and proficiency in using tools like SQL and Python for data analysis.
- Deep understanding of customer service workflows (e.g., ticket handling, knowledge base management, user segmentation operations), industry trends, and technological advancements. Demonstrated expertise in AI applications within the customer service domain.
- A strong innovative spirit, capable of proposing novel solutions and driving their implementation.
- Able to collaborate effectively with compliance, product, technology, and data teams.