Product Manager, Customer Service Platform 2810

Seattle, US-United States
Posted 2 months ago
About The Company

This company pioneers short-form video creation and social engagement, boasting a vast, engaged user base. Its platform empowers users with creative tools, filters, and effects. With a diverse content ecosystem, it’s a hub of creativity and expression. The proprietary algorithm ensures personalized content feeds, enhancing user engagement and satisfaction. This company wields significant influence on digital media, making it an invaluable partner for innovative collaborations and marketing endeavors.


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

– Familiar with E-Commerce customer service industry, understand US buyer, seller and front-line staff’s habits and demands in customer service
– Conduct local user research and usability testing, communicate with upstream/downstream teams to collect business information and feedbacks
– Responsible for US localization function iteration, take fully consideration of users’ privacy, sensitive data and business security, output product solutions, collaborate with other teams to implement projects
– Formulate localized product planning, help team to make the right localized decision
– Provide help or directly participate in general platform product construction
– Promptly response, distribute and follow-up of on-call problems, sensitive of US user’s pain point, responsible for the final result
– Establish communication and cooperation mechanism between the local business team and Customer Service Product team, including product requirements management, information integration and transmission


Qualifications

– Bachelor degree or above
– 4+ years as a product manager, relevant experience in customer service filed
– Experience working with global/large complex organization and cross-functional environment
– Keen sense of empathy and insight, be able to have a deep insight into the needs of local users
– Good at product designing and logical thinking, has abstract thinking ability to output general solutions
– High problem solving and priority skills
– Proactive in action, strong ownership, take responsibility and deliver results, work well under high pressure
– Excellent skills in communicating for cross-border, cross-roles, cross-functional collaboration
– Excellent written and oral English communication skills
– Experience in E-Commerce is a plus

Job Features

Job CategoryProduct Management
SeniorityManager / Senior Manager
Base Salary$140,600 - $275,500
Recruiternicole.wong@ocbridge.ai

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