TikTok Shop - Aftersales Support Prompt Engineering Program Manager
Responsibilities
Part of the Global E-commerce (GNE) organization under Governance and Experience, the Service and Support Center (SSC) is a core component of the GNE team.The GNE team's primary responsibility is to ensure the marketplace is safe and trustworthy for users, sellers, and creators. With user satisfaction as a top priority, the team develops policies, rules, and systems to maintain high-quality services. The SSC's mission is to deliver world-class service and experiences for customers, sellers, and creators. This role focuses on aftersales support, combining SOP framework development with C-end policy and strategy to drive continuous improvement through cross-functional collaboration.
Responsibilities
- Design SOP & Strategies for Aftersales Support
- Develop detailed aftersales service strategies for buyer & seller, including interaction policies, service processes, and automated solution capabilities. Establish and refine standardized SOP systems for aftersales/arbitration/appeal.
Service Framework & Documentation Management
- Create and maintain a standardized service framework (including a Master Service Doc) tailored for aftersale support, ensuring easy adoption and continuous refinement by Process Engineering (PE) and cross-functional teams.
Intelligent Systems & Automation Implementation
- Deploy Level 3 intelligent tagging systems and design corresponding automated actions to improve efficiency and accuracy in resolving customer issues. Expand the automated action library with new solutions to strengthen LLM Driven aftersales support.
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Cross-Functional Collaboration & Policy Alignment
- Work closely with Logistics, Experience, Product, and Algorithm teams to ensure chatbot automation solutions and customer service SOPs comply with external policies and business rules.
Service Quality & Continuous Improvement
- Use LLM performance data and customer feedback to drive iterative improvements in processes, SOPs, and automation solutions, enhancing both efficiency and customer satisfaction.
Qualifications
Minimum Qualifications
- Bachelor's degree or above in Business, Information Systems, Computer Science, or a related field.
- Minimum 3 years of relevant experience in chatbot/automation workflow design, automation service strategy, or customer support management.
- Experience in SOP framework development is highly preferred.
- Strong data analysis capabilities, with the ability to interpret key automation performance metrics (CSAT, FCR, Resolution Rate) and optimize intelligent tagging systems.
- Proven track record in implementing automated solutions and intelligent classification systems.
- Familiarity with designing and optimizing processes for customer service scenarios.
- Excellent cross-functional communication and collaboration skills.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $83600 - $143556 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.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.