TikTok Shop - Buyer Service Strategy & Automation 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. The Service and Support Center (SSC), part of GNE, is dedicated to delivering world-class service and experiences to customers, sellers, and creators globally.

We are looking for a Buyer Service Strategy & Automation Program Manager to drive buyer service strategy, deliver end-to-end automation solutions, and enhance automation performance to continuously improve the overall buyer service experience.

Responsibilities

• Service Strategy Design & Automation Ownership: lead the design, implementation, and optimization of buyer service strategies across chatbot and automation channels, translating business objectives, CX goals, and policy requirements into scalable automation solutions

• Chatbot Performance Management & Root Cause Analysis: own key chatbot metrics including CSAT, automation resolution rate, and transfer-to-agent rate, conducting deep-dive analyses and driving cross-functional actions

• AI Model & Automation Capability Enhancement: partner with Product, Algorithm, and Engineering teams to improve chatbot capabilities and translate business requirements into model, workflow, prompt, and tool enhancements

• Automation Program Management: drive the end-to-end lifecycle of automation initiatives from opportunity assessment and solution design through testing, launch readiness, rollout governance, and post-launch monitoring

• Customer Experience & Quality Optimization: monitor feedback, DSAT trends, escalation drivers, and conversation quality signals, collaborating cross-functionally to enhance the buyer support experience

• Business Insights & Opportunity Identification: leverage data and operational trends to identify new automation use cases and service innovations, building business cases and driving execution

Minimum Qualifications

• Bachelor's degree or above in Business, Engineering, Computer Science, Data Analytics, or a related field

• 3+ years of experience in customer service strategy, chatbot automation, AI/LLM applications, product operations, program management, or related fields

• Experience designing, managing, or optimizing customer-facing automation solutions such as chatbots, self-service platforms, or AI-powered service workflows

• Strong analytical and data-driven mindset with the ability to identify root causes and work in a deadline-driven environment

• Strong understanding of large language models (LLMs), prompt engineering techniques, and AI-driven automation frameworks

• Excellent communication and stakeholder-management skills across regions and cross-functional teams

Preferred Qualifications

• Additional certifications or advanced degrees related to automation or relevant fields

• Highly organized and detail-oriented with a proactive work-style

• Flexibility in cross-time-zone and regional cooperation

• Experience in eCommerce marketplaces is a plus