TikTok Shop - After-sales & Arbitration Automation Program Manager

Global Operations

TikTok Shop - After-sales & Arbitration Automation Program Manager

Location

:

Singapore

Employment Type

:

Regular

Job Code

:

A64887A

Responsibilities

About the Team

Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.

• Lead the development of intelligent strategy solutions for after-sales and arbitration scenarios in international e-commerce, including the design of automated liability determination systems and layered decision-making mechanisms. Define clear boundaries for fully automated decisions, human-assisted handling, and manual fallback, and continuously improve processing efficiency and decision consistency in complex dispute scenarios.
• Develop a deep understanding of after-sales, dispute and arbitration workflows, abstract high-value business scenarios, and leverage LLM capabilities for prompt design, Agent / Skills orchestration and strategy implementation, driving intelligent capabilities from pilot validation to large-scale adoption.
• Continuously monitor key metrics such as automation coverage, accuracy, appeal rate and human-intervention rate. Combine data analysis with frontline feedback and merchant / user voice to identify issues and drive iterative optimization of strategies, models and processes.
• Identify and mitigate model issues, rule loopholes and potential abuse risks. Establish a closed loop of issue discovery, root-cause analysis, optimization and validation to keep improving the stability, reliability and controllability of intelligent capabilities in complex business scenarios.
• Partner with algorithm, engineering, customer service, operations and compliance teams to translate business requirements into implementable product solutions, strategy rules and execution paths. Drive high-quality project delivery while striking the optimal balance among user experience, cost and compliance.

Qualifications

Minimum Qualification(s)

• Bachelor's degree or above.
• Hands-on experience with Large Language Models. Familiar with prompt tuning and the design of Agent / Tools / Skills capabilities, with a solid understanding of applying LLMs to complex business decision-making scenarios.
• Familiar with rule engines, decision flows or model-based liability-judgment systems.
• Strong data-analysis skills. Proficient in SQL, capable of building metric systems, conducting impact evaluation, root-cause attribution and strategy iteration, and driving business optimization through data.
• Excellent structured thinking, cross-functional communication and project-driving skills, with the ability to align multiple stakeholders and continuously push complex projects to landing.

Preferred Qualification(s)

• Prior experience in classification models, LLM-assisted decision making, intelligent review or intelligent liability judgment.
• Prior experience in e-Commerce after-sales, dispute handling, arbitration / liability judgment, strategy product management or service strategy is preferred.

Job Information

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.

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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.

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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

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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.