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

Washington, United States (On-site)

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

1 Week ago • 4 Years + • Monetization

About the job

Summary_{By Outscal}

5 skills required for this role

Boost these skills to join the top 1% applicants for this job

Must have:

4+ years as a product manager in customer service
Experience in complex organizations and cross-functional environments
Empathy and insight into user needs
Product design, logical thinking, and abstract problem solving
Problem-solving and prioritization skills
Proactive, strong ownership, and results-oriented
Excellent communication skills for cross-border collaboration
Excellent written and oral English communication skills
E-Commerce experience (a plus)

Perks:

100% premium coverage for employee medical insurance
75% premium coverage for dependents
Health Savings Account (HSA) with company match
Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life, and AD&D insurance plans
Flexible Spending Account (FSA) Options
10 paid holidays per year
17 days of Paid Personal Time Off (PPTO)
10 paid sick days per year
12 weeks of paid Parental leave
8 weeks of paid Supplemental Disability
Mental and emotional health benefits through EAP and Lyra
401K company match
Gym and cellphone service reimbursements

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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 - Conduct user research and usability testing, communicate with upstream/downstream teams to collect business information and feedbacks 2.Responsible for function iteration, take fully consideration of users' privacy, sensitive data and business security, output product solutions, collaborate with other teams to implement projects ； 3.Formulate product planning, help team to make the right decisions; 4.Provide help or directly participate in general platform product construction 5.Promptly response, distribute and follow-up of on-call problems, sensitive of user's pain point, responsible for the final result ； 6.Establish communication and cooperation mechanism between the business team and Customer Service Product team, including product requirements management, information integration and transmission.

Qualifications

Minimum Qualifications 1.Bachelor degree or above - 4+ years as a product manager, relevant experience in customer service filed； 2.Experience working with complex organization and cross-functional environment； 3.Keen sense of empathy and insight, be able to have a deep insight into the needs of users； 4.Good at product designing and logical thinking, has abstract thinking ability to output general solutions； 5.High problem solving and priority skills - Proactive in action, strong ownership, take responsibility and deliver results； 6.Excellent skills in communicating for cross-border, cross-roles, cross-functional collaboration; 7.Excellent written and oral English communication skills; 8.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 $199500 - $485184 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.​
Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees: ​
We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care. ​
Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability. ​
We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. 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.​