Global Program Manager, Seller & Creator Automation

TikTok; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

TikTok is seeking an Automation Program Manager within the E-commerce Governance and Experience (GNE) team to own the resolution capability for seller and creator services. You will turn service scenarios into executable Skill contracts backed by MCP tools and validate gains with controlled experiments across regions.

In this role you will shape the tool layer with product and engineering, define automation boundaries with policy and regional owners, and monitor automation metrics to scale

Qualifications

• 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.
• 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.

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 its root cause, and turn findings into the next round of changes.

Skills

Service automation

Conversational AI

LLM agent mechanics

Experiment design

SQL

API integration

Cross-functional collaboration

Education

Bachelor's degree or higher

Tools

ReAct-style loops

Tool calling frameworks

API semantics

Job description

TikTok is seeking an Automation Program Manager within the E-commerce Governance and Experience (GNE) team to own the resolution capability for seller and creator services. You will turn service scenarios into executable Skill contracts backed by MCP tools and validate gains with controlled experiments across regions.

In this role you will shape the tool layer with product and engineering, define automation boundaries with policy and regional owners, and monitor automation metrics to scale