TikTok Shop - Seller&Creator Automation Program Manager

TikTok Shop - Seller&Creator Automation Program Manager at TikTok in Singapore.

Responsibilities

• E-commerce's Governance and Experience (GNE) is a global team responsible for maintaining a safe and trustworthy marketplace for users, sellers, and creators.
• The Seller & Creator Service Strategy & Automation team owns the service strategy and the automation capability behind it - deciding what sellers and creators should be able to resolve without a human, and building the agent capability that delivers it across every market.
• We are looking for an automation program manager to own that resolution capability - moving it from prompt-and-knowledge configuration to executable, versioned Skill contracts backed by MCP tools, and proving out the gains market by market through controlled experiments.

Roles & Responsibilities

• Define what the agent can resolve. Turn seller and creator service scenarios into executable Skill contracts - what's in scope, what the agent may act on, and where it must stop.
• Shape the tool layer. Work with product and engineering to define the capabilities the agent needs to actually complete a task, not just answer a question.
• Set the automation boundary. Partner with policy and regional service owners on which scenarios are automated, which stay human-assisted, and where the handoff sits.
• Launch and prove it. Take solutions live through controlled experiments, own the readout, and make the call on whether a capability is ready to scale.
• Scale across markets. Extend and adapt capabilities across regions, business models, and both seller and creator surfaces.
• Own the automation metrics. Break the broad automation rate down to its component metrics, set targets on each, and keep measurement definitions aligned ahead of rollout.
• Keep it improving. Monitor resolution quality in production, attribute failures to their root cause, and turn findings into the next round of changes.

Requirements

Minimum Qualification(s)

• Bachelor's degree or higher.
• 3+ years in service automation, conversational AI, or LLM application delivery - with at least one agent or chatbot capability you owned end to end from design to launch.
• Hands-on understanding of LLM agent mechanics: tool calling, ReAct-style loops, context construction, and where retrieval should and should not substitute for a tool call. Prompt engineering is table stakes, not the job.
• Ability to read and challenge experiment results: A/B design, significance, and the difference between in-scenario and overall denominators. SQL or equivalent self-serve data capability.
• Comfortable specifying interfaces with engineering - API/tool semantics, batch behavior, failure and idempotency handling - without owning the implementation.
• Strong problem-solving and change-management skills; able to drive results across product, algorithm, policy, and regional service teams in a deadline-driven, multi-market environment.

Preferred Qualification(s)

• Experience operating across multiple regional markets.
• eCommerce marketplace experience, or experience serving creator/content ecosystems, is a plus.

About the Company

The Global Business Solutions (GBS) team is responsible for the revenue growth of the TikTok business, and our teams include Sales, Marketing, Ops, Account Managers, Agency and partnerships, as well as Marketing Science.

At TikTok, our Global Business Solutions (GBS) team plays a key role in generating revenue by promoting our advertising solutions, onboarding new clients, driving ad campaigns, and more. As the TikTok community grows at an unprecedented speed around the world, our GBS team leads groundbreaking projects that are changing the landscape of the advertising industry in real time.

We're seeking an analytically driven, and detail-oriented Client Solutions Manager (CSM) Intern to join our Ecommerce Team. As a CSM, you will partner closely with Client Partners and Client Solutions Managers to drive revenue by identifying opportunities, leveraging data insights, and delivering consultative solutions for advertisers.

This role centers on client education, relationship growth, data analysis, and campaign success. You will provide strategic recommendations to both clients and internal teams, ensuring campaigns achieve business objectives while optimizing long-term partnerships. Success in this role requires strong data analytics skills, adaptability in a fast-paced environment, and a test-and-learn mindset to uncover the best solutions.