TikTok Shop - Seller&Creator Automation 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.
The Seller & Creator Service Strategy & Automation team owns the service strategy and the automation capability behind it - deciding what sellers and creators should be able to resolve without a human, and building the agent capability that delivers it across every market.
We are looking for an automation program manager to own that resolution capability - moving it from prompt-and-knowledge configuration to executable, versioned Skill contracts backed by MCP tools, and proving out the gains market by market through controlled experiments.
Roles & Responsibilities
- Define what the agent can resolve. Turn seller and creator service scenarios into executable Skill contracts - what's in scope, what the agent may act on, and where it must stop.
- Shape the tool layer. Work with product and engineering to define the capabilities the agent needs to actually complete a task, not just answer a question.
- Set the automation boundary. Partner with policy and regional service owners on which scenarios are automated, which stay human-assisted, and where the handoff sits.
- Launch and prove it. Take solutions live through controlled experiments, own the readout, and make the call on whether a capability is ready to scale.
- Scale across markets. Extend and adapt capabilities across regions, business models, and both seller and creator surfaces.
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- Own the automation metrics. Break the broad automation rate down to its component metrics, set targets on each, and keep measurement definitions aligned ahead of rollout.
- Keep it improving. Monitor resolution quality in production, attribute failures to their root cause, and turn findings into the next round of changes.
Qualifications
Minimum Qualification(s)
- Bachelor's degree or higher.
- 3+ years in service automation, conversational AI, or LLM application delivery - with at least one agent or chatbot capability you owned end to end from design to launch.
- Hands-on understanding of LLM agent mechanics: tool calling, ReAct-style loops, context construction, and where retrieval should and should not substitute for a tool call. Prompt engineering is table stakes, not the job.
- Ability to read and challenge experiment results: A/B design, significance, and the difference between in-scenario and overall denominators. SQL or equivalent self-serve data capability.
- Comfortable specifying interfaces with engineering - API/tool semantics, batch behavior, failure and idempotency handling - without owning the implementation.
- Strong problem-solving and change-management skills; able to drive results across product, algorithm, policy, and regional service teams in a deadline-driven, multi-market environment.
Preferred Qualification(s)
- Experience operating across multiple regional markets.
- eCommerce marketplace experience, or experience serving creator/content ecosystems, is a plus.
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
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