Product Operations Manager (AI Data Annotation) - Customer Service Platform (San Jose)

Team Introduction:
Our Customer Service Platform team builds and supports an all-in-one customer service platform for TikTok and international business teams, delivering both traditional and intelligent support solutions.
Through our intelligent customer service initiatives, we are developing a chatbot that lowers the barrier for users to access help, enabling faster self-service issue resolution while significantly reducing human workload.
Our Intelligent Operations team focuses on:
1. Establishing an intelligent customer service evaluation framework centered on Resolution Rate as the core metric, using multi-dimensional analysis to quantitatively assess real user experiences.
2. Harnessing multi-dimensional analytics and AI-driven insights to achieve end-to-end request precision and continuously optimize the customer journey through a closed-loop system.

Responsibilities:
1. AI Training Data Pipeline Management
- Design annotation guidelines and quality assurance protocols tailored to US-specific conversational data
- Manage the end-to-end data processing pipeline
- Collaborate with Trust & Safety (TnS) teams to drive 90%+ annotation consistency across multiple labelers
2. Chatbot Performance Monitoring and Optimization
- Monitor real-time key metrics such as chatbot-to-human handoff rates, customer satisfaction scores (CSAT), and more
- Identify and diagnose performance issues using analytics platforms and tools
3. Localized Knowledge System Enhancement
- Adapt and refine knowledge base content to align with US cultural norms and user expectations