Responsibilities
TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok sponsorship of a visa.
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 a Service Automation Program Manager (L3 Auto Pilot) to analyze customer behaviour and design L3 Auto Pilot Service strategies tailored to unique challenges and opportunities. The role will focus on improving L3 Auto Pilot coverage and AI completion to improve the customer experience while ensuring efficiency. L3 Auto Pilot means AI hosting service, and human agents only do supervision.

What will you do

• Analyze customer behaviour and data performance, establishing L3 Auto Pilot Service strategies that aligns with region-specific market trends and challenges.
• Conduct competitor analysis to identify capability gaps that need to be addressed across the end-to-end L3 operation process.
• Collaborate with algorithm and product teams to enhance LLM model and operation management platform capabilities, tailored to the diverse markets within the region.
• Develop and maintain scenario-based L3 service solutions, including policy, SOP, and prompt engineering that are required for implementation.
• Oversee L3 Auto Pilot performance and metrics, ensuring continuous improvement of the efficiency and customer experience.

Qualifications

Minimum Qualifications

• Bachelor’s degree or above.
• 3+ years of eCommerce automation-related working experience.
• Expertise in project planning, data analysis, communication skills, driving for results, and managing changes.
• Proficiency in problem-solving, working in a deadline-driven environment, attention to detail, and multitasking.

Preferred Qualifications

• Additional certifications or advanced degrees related to LLM or relevant fields.
• Highly organized and detail-oriented with a proactive work-style.
• Flexibility in cross-time zone and regional cooperation.

Job Information
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.
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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.
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Diversity & Inclusion
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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

• Analyze customer behaviour and data performance, establishing L3 Auto Pilot Service strategies that aligns with region-specific market trends and challenges.
• Conduct competitor analysis to identify capability gaps that need to be addressed across the end-to-end L3 operation process.
• Collaborate with algorithm and product teams to enhance LLM model and operation management platform capabilities, tailored to the diverse markets within the region.
• Develop and maintain scenario-based L3 service solutions, including policy, SOP, and prompt engineering that are required for implementation.
• Oversee L3 Auto Pilot performance and metrics, ensuring continuous improvement of the efficiency and customer experience