TikTok Shop - Automation Prompt Engineering Program Manager

Responsibilities
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 Service Automation Prompt Engineer to drive model performance and SOP optimization to ensure continuous improvement in chatbot.

Roles & Responsibilities:
- Expand the scenarios from traditional knowledge configuration to large language models.
- Tailor the qualified automation SOP based on business strategy and policy.
- Launch, release and verification of the automation solution in the chatbot.
- Operation and maintenance process management.
- Resolution effects monitoring, and opportunities finding for continuous optimization.
- Collaborate with algorithm and product teams to enhance chatbot solving capability, including modeling and feature capabilities, and make chatbot more capable of issue resolving.

Qualifications
Minimum Qualifications
- Bachelor's degree or above.
- Relevant experience in self-service, chatbot or automation-related working experience.
- Expertise in project design, data analysis, communication skills, driving for results, and managing change.
- Strong in problem-solving, issue-resolution, working in a deadline-driven environment, attention to detail, and multitasking.
- Prompt Engineer experience, and understanding or knowledge of large language models.

Preferred Qualifications
- Additional certifications or advanced degrees related to automation or relevant fields.
- Highly organized and detail-oriented with a proactive work-style.
- Flexibility in cross-time zone and regional cooperation.
- Experience in eCommerce marketplaces is a plus.

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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.​


Why Join Us
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.​
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​
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.​