TikTok Shop - Service Automation Solutions Program Manager
Responsibilities
About the Team
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 Solutions Program Manager to drive aftersales service strategy, deliver end-to-end automation solutions, and enhance model performance to continuously improve the overall aftersales service experience.
Responsibilities
1. Chatbot Experience Strategy & Gap Identification
- Analyze chatbot performance data, user journeys, and feedback signals to identify key experience gaps and resolution bottlenecks.
- Develop prioritization frameworks to determine the highest-impact automation opportunities.
- Translate business strategy and policy updates into automation scenarios and chatbot capabilities.
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2. LLM Automation Design & Implementation
- Design and expand automation scenarios using large language models (LLMs) beyond traditional knowledge-based configurations.
- Develop and refine prompt design, automation logic, and resolution flows to improve chatbot problem-solving capability.
- Ensure chatbot responses align with customer service policies, platform rules, and user experience standards.
3. Experimentation & Continuous Optimization
- Monitor chatbot performance metrics such as CSAT, containment, resolution rate, and failure scenarios.
- Conduct A/B testing and experiment-driven improvements to optimize chatbot effectiveness.
- Identify improvement opportunities and drive iterative enhancements to resolution accuracy and experience quality.
4. Automation Operations & Governance
- Manage the end-to-end lifecycle of automation solutions, including launch, release management, and post-launch verification.
- Maintain operational governance processes for automation quality, performance monitoring, and issue resolution.
- Establish best practices and SOPs for scalable chatbot operations and maintenance.
5. Cross-Functional Collaboration
- Partner closely with Algorithm, Product, Data, and Human Service teams to improve chatbot capabilities.
- Provide insights and requirements to enhance model performance, feature capabilities, and tooling infrastructure.
- Align stakeholders on automation strategy, priorities, and impact.
Qualifications
Minimum Qualifications
- Bachelor's degree or above.
- Relevant experience in chatbot operations, automation strategy, self-service platforms, or conversational AI.
- Strong analytical and problem-solving skills, with the ability to identify root causes and prioritize high-impact improvements.
- Experience using data to evaluate performance and drive optimization decisions.
- Demonstrated ability to lead cross-functional projects and deliver results in fast-paced environments.
- Familiarity with large language models (LLMs), prompt engineering, or AI-driven automation systems.
Preferred Qualifications
- Additional certifications or advanced degrees related to automation or relevant fields.
- Highly analytical, strategic, organized and detail-oriented with a proactive work-style.
- Flexibility in cross-time zone and regional cooperation.
- Experience in eCommerce marketplaces 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
Hear directly from employees about what it is like to work at TikTok.