服务体验用户产品经理 - 抖音电商
Core
Design and optimize the IM product connecting consumers, merchants, and the platform on Douyin E-commerce to enhance service experience and user trust.
Role type
Consumer Product Manager (E-commerce Service & IM)
Builds
IM entry points, message delivery logic, and customer service experience solutions for pre-sale, in-sale, and post-sale scenarios.
Domain
E-commerce / Consumer Services
Deliverable
product features
Required skills
C-end product experience, E-commerce customer service product experience, Service rights design, Pre-sale guidance, Post-sale fulfillment, User empathy, Solution design, Cross-team coordination
Preferred skills
Experience with merchant/consumer pain point analysis, Rapid product delivery
Technologies
IM systems, Customer service platforms
Responsibilities
Design IM entry points and interaction logic for Douyin; Create customer service experience solutions across pre-sale, in-sale, and post-sale scenarios; Build and monitor IM experience metrics (satisfaction, resolution rate); Establish feedback loops to drive service efficiency and trust improvements.