Product Manager Leader-Customer Service Platform-International E-commerce

2 weeks ago

Seattle, Washington, United States ByteDance Full time

About ByteDance:
Established in 2012, ByteDance aims to fuel creativity and enhance life quality. The company offers a diverse range of products, such as TikTok, along with platforms like Toutiao, Douyin, and Xigua designed for the Chinese market, making it simpler and more enjoyable for users to engage with, consume, and produce content.

Join us
At ByteDance, creation lies at the heart of our mission. Our products are crafted to nurture imaginations. This philosophy extends to the teams behind our innovations. Together, we foster creativity and enrich lives, striving towards this mission daily. To us, every challenge is an opportunity to learn, innovate, and grow collectively.

About Our Team:
The Customer Service Platform (CSP) integrates the product technology resources of the company's internal customer service system. The team's mission is to offer users efficient self-service solutions and equip agents with convenient tools to enhance the overall customer service experience.

Responsibilities:

  • Familiarize with the E-Commerce customer service sector and understand the behaviors and needs of US buyers, sellers, and front-line staff in customer service.
  • Conduct user research, usability testing, gather business insights, and collaborate with other teams to iterate functions, ensuring user privacy and business security.
  • Lead product planning, guide decision-making within the team.
  • Support general platform product construction efforts.
  • Handle on-call issues promptly, address user pain points effectively, and establish efficient communication channels between business and Customer Service Product teams.

Minimum Qualifications:

  • Bachelor's degree or higher with 4 years of product management experience in customer service.
  • Proven track record of working in complex organizations and cross-functional environments.
  • Demonstrated empathy, deep understanding of user needs, strong product design skills, and logical thinking.
  • Excellent problem-solving skills, proactive attitude, and a high degree of ownership and accountability.
  • Proficiency in cross-functional collaboration, outstanding written and verbal English communication skills.
  • Experience in E-Commerce is advantageous.

ByteDance is dedicated to fostering an inclusive work environment that values employees for their skills, experiences, and diverse perspectives. Our commitment to celebrating diversity and creating an inclusive space reflects in the global connections we build. ByteDance encourages individuals with disabilities, pregnancy, sincere religious beliefs, or protected reasons to seek reasonable accommodations during the recruitment process. If you require assistance or accommodations, please contact us.

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