TikTok Shop - Seller&Creator Automation Program Manager

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

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

Qualifications

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 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.

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.