TikTok Shop - Automation Prompt Engineering Program Manager

Responsibilities

E-commerce's Governance and Experience (GNE) is a global team responsible for maintaining a safe and trustworthy marketplace for users, sellers, and creators. Our goal is to ensure user satisfaction by implementing policies, rules, and systems that guarantee high-quality standards.
The Service and Support Center (SSC), part of the GNE organization, is dedicated to delivering world-class service and experiences to customers, sellers, and creators globally.
We are looking for Service Automation Prompt Engineer to drive model performance and SOP optimization to ensure continuous improvement in chatbot.

Roles & Responsibilities:
- Expand the scenarios from traditional knowledge configuration to large language models.
- Tailor the qualified automation SOP based on business strategy and policy.
- Launch, release and verification of the automation solution in the chabot.
- Operation and maintenance process management.
- Resolution effects monitoring, and opportunities finding for continuous optimization.
- Collaborate with algorithm and product teams to enhance chatbot solving capability, including modeling and feature capabilities, and make chatbot more capable of issue resolving.

Qualifications

Minimum Qualifications
- Bachelor's degree or higher
- Prompt-Engineer experience and working knowledge of large-language-model (LLM) systems
- Proven expertise in project design, data analysis, clear communication, driving results, and managing change
- Strong problem-solving and issue-resolution skills, with an ability to multitask and meet tight deadlines while maintaining attention to detail

Preferred Qualifications
- Prior experience in an e-commerce marketplace environment
- An advanced degree in a relevant field, or additional years of automation/LLM-related experience beyond the minimum
- Demonstrated success collaborating with algorithm or product teams to extend chatbot modeling and feature capabilities