Posted Jun 10

TikTok Shop - Automation and Chatbot Operations Lead

Seattle, WA Full time

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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.

Roles & Responsibilities

  • Partner with product, engineering, and data science teams to develop and execute a chatbot roadmap
  • Lead an ~eight person automation team responsible for configuring chatbot flows and workstreams
  • Guide the team with methodology to continuously find opportunities for automation experience improvement;
  • Set the proper and broad insight for the team by internal data analysis and external industry benchmark;
  • Manage team OKR by coaching and providing guidance to ensure the target is achieved;
  • Set strong collaboration with cross function stakeholders, and drive success for US automation;
  • Optimize the existing workflow and improve the entire working efficiency within the team;
  • Work with senior leadership and internal peer groups on continuous improvement projects targeted at improving customer experience.

Minimum Qualifications

  • 5 years' related working experience working with chatbots and automation systems within a customer support organizatoin
  • Deep knowledge of conversational design industry and best practices.
  • Experience working with large language models (LLMs) to predict and resolve support issues
  • Expertise in project design, communication skills, driving for results and managing changes.
  • Strong data analysis skills, and can use the data to define the direction;
  • Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask
  • Strong ownership and a team player, always focused on delivering results with high standards.

Preferred Qualifications

  • Fluency in Mandarin is preferred to facilitate communication with cross-functional partners, thereby enhancing the effectiveness of the role in navigating diverse cultural landscapes
  • Ability to attend some night-time meetings including occasional weekend coverage for high-level escalations as needed.

Compensation: $125,400-$229,140