Automation Program Manager - Seller & Creator Service Strategy

About the Role

The Governance and Experience (GNE) team within e-commerce is devoted to ensuring a secure and reliable marketplace environment for users, sellers, and creators globally. The Seller & Creator Service Strategy & Automation group directs the overall service strategy focused on resolving seller and creator issues through automation, minimizing human interaction. This role champions the development of resolution capabilities by transitioning simple prompt and knowledge-based setups into fully executable, version-controlled Skill contracts using MCP tools, validating success by controlled experiments across markets.

Key Responsibilities

• Establish resolution scope for the agent by converting seller and creator service situations into actionable Skill contracts, defining operational boundaries for automation.
• Collaborate with product and engineering teams to design and implement tool capabilities that enable agents to perform complete tasks, beyond merely responding with answers.
• Define automation boundaries in partnership with policy makers and regional service owners, deciding which scenarios are automated, human-assisted, or require handoffs.
• Lead deployment and validation of automation solutions through controlled experiments, analyzing outcomes to determine scalability readiness.
• Expand and customize automation capabilities across various markets, business models, and for both seller and creator interfaces.
• Manage automation performance metrics by decomposing overall automation rates into detailed components, setting targets, and ensuring consistent measurement standards before rollout.
• Continuously monitor production resolution quality, diagnose root causes of failures, and implement iterative improvements.

Candidate Qualifications

• Bachelor's degree or above.
• At least 3 years of experience in service automation, conversational AI, or large language model (LLM) application management, including end-to-end ownership of at least one agent or chatbot capability from concept to deployment.
• Expert understanding of LLM agent functions such as tool invocation, ReAct-style iterative reasoning, context management, and appropriate use of retrieval versus tool calls; proficiency in prompt engineering considered a baseline skill.
• Skill in interpreting experimental data including A/B testing frameworks, significance evaluation, and differentiating context-specific versus overall denominators; proficiency in SQL or similar self-service data tools.
• Competence in defining technical interfaces with engineering teams around APIs, tool behavior, batch processing, fault tolerance, and idempotency, without responsibility for implementation.
• Strong analytical, problem-solving, and change-management abilities facilitating collaboration across product, algorithm, policy, and diverse regional teams in dynamic, deadline-driven settings.

Preferred Experience

• Experience working across multiple geographic markets.
• Background in e-commerce marketplace operations or content creator ecosystems is advantageous.

About the Company

TikTok is a premier platform for short-form mobile video content, with a mission to inspire creativity and bring joy worldwide. Headquartered in Los Angeles and Singapore, and with offices in numerous global cities, TikTok fosters a culture of innovation, curiosity, and resilience.

Why Work Here

Working at TikTok means helping individuals express themselves authentically and connect globally. The organization values diverse perspectives and collaboration, maintaining an "Always Day 1" approach that promotes continual learning and meaningful contributions. This role offers the opportunity to impact a rapidly growing technology company while collaborating with talented, inclusive teams.

Diversity & Inclusion

TikTok is deeply committed to fostering an inclusive workplace where diverse skills, experiences, and viewpoints are appreciated. The company’s diversity reflects the global communities it serves and strives to ensure equitable space for all voices to thrive.