TikTok Shop - Service Automation Solutions Program Manager
TikTok
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.
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.