2 days ago

TikTok Shop - After-sales & Arbitration Automation Program Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Own the roadmap and delivery of intelligent after-sales and arbitration automation for international e-commerce. Design automated liability determination with layered decision flows, define boundaries for fully automated, human-assisted, and manual fallback, and improve efficiency and consistency. Leverage LLM capabilities for prompt and agent/skills orchestration, monitor automation and appeal metrics, and collaborate across algorithm, engineering, customer service, operations, and compliance to implement compliant strategy rules at scale.

Location: Singapore

Workplace: Onsite

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Seniority: Mid level

Key Responsibilities

•Lead development of intelligent strategy solutions for after-sales and arbitration, including automated liability determination and layered decision-making mechanisms.
•Develop deep understanding of after-sales, dispute, and arbitration workflows and apply LLM capabilities for prompt design and agent/skills orchestration.
•Monitor automation coverage, accuracy, appeal rate, and human-intervention rate; use frontline feedback and merchant/user voice to iteratively optimize strategies and processes.
•Identify and mitigate model issues, rule loopholes, and potential abuse risks through a closed-loop process of discovery, root-cause analysis, optimization, and validation.
•Partner with algorithm, engineering, customer service, operations, and compliance teams to translate requirements into implementable product solutions and strategy rules and drive delivery across user experience, cost, and compliance.

Key Requirements

•Bachelor’s degree or above.
•Hands-on experience with large language models, including prompt tuning and designing agent/tools/skills for complex business decision-making.
•Experience with rule engines, decision flows, or model-based liability-judgment systems.
•Strong data-analysis skills, including proficiency in SQL for building metric systems and running impact evaluation and strategy iteration.
•Excellent structured thinking, cross-functional communication, and the ability to drive projects across multiple stakeholders.

Experience:E-commerceLLM-assisted decision making

Education:Bachelor's

Skills:Structured thinkingCross-functional communicationProject drivingStakeholder alignment

Tech Stack:Large Language ModelsLLMSQLPrompt tuningAgentToolsSkillsRule engines

Company Brief

TikTok

Short-form video platform that lets users create, share, and discover entertainment content through algorithmic recommendations. It also offers advertising and creator tools for brands, influencers, and businesses.

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn

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TikTok

2 days ago

TikTok Shop - After-sales & Arbitration Automation Program Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: Singapore

Workplace: Onsite

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Seniority: Mid level

Key Responsibilities

•Lead development of intelligent strategy solutions for after-sales and arbitration, including automated liability determination and layered decision-making mechanisms.
•Develop deep understanding of after-sales, dispute, and arbitration workflows and apply LLM capabilities for prompt design and agent/skills orchestration.
•Monitor automation coverage, accuracy, appeal rate, and human-intervention rate; use frontline feedback and merchant/user voice to iteratively optimize strategies and processes.
•Identify and mitigate model issues, rule loopholes, and potential abuse risks through a closed-loop process of discovery, root-cause analysis, optimization, and validation.
•Partner with algorithm, engineering, customer service, operations, and compliance teams to translate requirements into implementable product solutions and strategy rules and drive delivery across user experience, cost, and compliance.

Key Requirements

•Bachelor’s degree or above.
•Hands-on experience with large language models, including prompt tuning and designing agent/tools/skills for complex business decision-making.
•Experience with rule engines, decision flows, or model-based liability-judgment systems.
•Strong data-analysis skills, including proficiency in SQL for building metric systems and running impact evaluation and strategy iteration.
•Excellent structured thinking, cross-functional communication, and the ability to drive projects across multiple stakeholders.

Experience:E-commerceLLM-assisted decision making

Education:Bachelor's

Skills:Structured thinkingCross-functional communicationProject drivingStakeholder alignment

Tech Stack:Large Language ModelsLLMSQLPrompt tuningAgentToolsSkillsRule engines

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn