TikTok Shop - Buyer Service Strategy & Automation Program Manager

TikTok

Global Operations

Location

Singapore

Employment Type

Regular

Job Code

A174366B

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 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. Translate business objectives, customer experience goals, and policy requirements into scalable automation solutions that balance customer satisfaction, resolution effectiveness, and operational efficiency.
Chatbot Performance Management & Root Cause Analysis: Own key chatbot performance metrics, including CSAT, automation resolution rate, and transfer-to-agent rate. Conduct deep-dive analyses on performance fluctuations, identify root causes through conversation reviews and data analysis, and drive cross-functional actions to resolve customer experience and automation gaps.
AI Model & Automation Capability Enhancement: Partner closely with Product, Algorithm, and Engineering teams to continuously improve chatbot capabilities. Identify model gaps, failure patterns, and emerging customer needs, and translate business requirements into model, workflow, prompt, and tool enhancements to improve automation quality and coverage.
Automation Program Management: Drive the end-to-end lifecycle of automation initiatives, including opportunity assessment, solution design, requirement definition, testing, launch readiness, rollout governance, and post-launch performance monitoring. Ensure new capabilities deliver measurable improvements in customer experience and operational efficiency.
Customer Experience & Quality Optimization: Monitor customer feedback, DSAT trends, escalation drivers, and conversation quality signals to proactively identify service experience issues. Collaborate with cross-functional teams to implement targeted improvements and continuously enhance the buyer support experience.
Business Insights & Opportunity Identification: Leverage data, customer feedback, and operational trends to identify opportunities for new automation use cases, service innovations, and experience improvements. Develop business cases, prioritize initiatives based on impact and feasibility, and drive execution with relevant stakeholders.

Qualifications

Minimum Qualification(s)

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; able to identify root causes, resolve issues, work in a deadline-driven environment, pay attention to detail, and multitask.
Expertise in project design, data analysis, communication skills, driving for results, and managing change.
Strong understanding of large language models (LLMs), prompt engineering techniques, and AI-driven automation frameworks.
Excellent communication and stakeholder-management skills, with experience working across regions and cross-functional teams.

Preferred Qualification(s)

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.

Job Information

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.