TikTok Shop - Service Automation Solutions Program Manager

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.

1. 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.

1. 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.

1. 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.

1. 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.

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.