TikTok Shop - Chatbot Automation and self-service Program Manager

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Responsibilities

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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation is the core of TikTok’s purpose. Our platform is built to help imaginations thrive. Together, we inspire creativity and bring joy – a mission we all believe in and aim towards achieving every day. At TikTok, we create together and grow together. That’s how we drive impact – for ourselves, our company, and the communities we serve.

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. 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 a Self-Service and Automation Program Manager to analyze customer behaviour and design self-service and automation strategies tailored to unique challenges and opportunities. The role will focus on optimizing processes to improve the customer experience while ensuring operational excellence.

Roles & Responsibilities:

1. Analyze customer behaviour and data performance, establishing an automation strategy that aligns with region-specific market trends and challenges.
2. Conduct competitor analysis to identify capability gaps that need to be addressed across the full customer journey.
3. Collaborate with algorithm and product teams to enhance automation modeling and self-help feature capabilities, tailored to the diverse markets within the region.
4. Develop and maintain self-help solutions, offering localized content that empowers customers.
5. Directly manage chatbot operations and help center article creation, including copywriting and configuration to reflect regional nuances.
6. Set effective resolutions based on scenarios in the customer journey.
7. Oversee ‘End to End’ automation and self-service performance, ensuring continuous improvement of the customer experience.

Qualifications

Minimum Qualifications

• Bachelor’s degree or higher.
• 5+ years of experience in self-service and automation.
• Expertise in project design, data analysis, communication, driving results, and managing change.

Preferred Qualifications

• Strong problem-solving and issue-resolution skills, with the ability to work in a deadline-driven environment, attention to detail and the ability to multitask.
• Experience dealing with eCommerce merchants or sellers is a plus.

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. We are passionate about this and hope you are too.

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