1 day ago

TikTok Shop - Service Automation Solutions Program Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Own end-to-end program delivery for chatbot and service automation that improves aftersales customer experience. Use data to identify gaps, define automation roadmaps, and design LLM-driven resolution flows with policy-aligned responses. Run experimentation (e.g., A/B testing), monitor CSAT/containment and failure cases, and manage automation lifecycle governance from launch to post-launch verification while partnering with Algorithm, Product, Data, and Human Service teams.

Location: Singapore

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Key Responsibilities

•Analyze chatbot performance, user journeys, and feedback signals to identify experience gaps and resolution bottlenecks.
•Design and expand LLM-based automation scenarios, including prompt design, automation logic, and resolution flows aligned to service policies.
•Monitor chatbot metrics (CSAT, containment, resolution rate) and run A/B testing to drive continuous optimization.
•Manage the automation lifecycle end-to-end, including launch, release management, and post-launch verification, with governance and SOPs.
•Collaborate with Algorithm, Product, Data, and Human Service teams to improve chatbot capabilities and align stakeholders on strategy and impact.

Key Requirements

•Bachelor's degree or above.
•Relevant experience in chatbot operations, automation strategy, self-service platforms, or conversational AI.
•Strong analytical and problem-solving skills 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.

Experience:Conversational AILLMECommerce

Education:Bachelor's

Skills:Analytical thinkingProblem-solvingCross-functional leadershipStrategic prioritizationOrganizational focus

Tech Stack:Large language models (LLMs)Prompt engineeringA/B testing

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

1 day ago

TikTok Shop - Service Automation Solutions Program Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Location: Singapore

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Key Responsibilities

•Analyze chatbot performance, user journeys, and feedback signals to identify experience gaps and resolution bottlenecks.
•Design and expand LLM-based automation scenarios, including prompt design, automation logic, and resolution flows aligned to service policies.
•Monitor chatbot metrics (CSAT, containment, resolution rate) and run A/B testing to drive continuous optimization.
•Manage the automation lifecycle end-to-end, including launch, release management, and post-launch verification, with governance and SOPs.
•Collaborate with Algorithm, Product, Data, and Human Service teams to improve chatbot capabilities and align stakeholders on strategy and impact.

Key Requirements

•Bachelor's degree or above.
•Relevant experience in chatbot operations, automation strategy, self-service platforms, or conversational AI.
•Strong analytical and problem-solving skills 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.

Experience:Conversational AILLMECommerce

Education:Bachelor's

Skills:Analytical thinkingProblem-solvingCross-functional leadershipStrategic prioritizationOrganizational focus

Tech Stack:Large language models (LLMs)Prompt engineeringA/B testing

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn