Job Description
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 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.
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.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an Always Day 1 mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
