Responsibilities
TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok sponsorship of a visa.
About the Team
Global E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Support Center (SSC) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators.
We are looking for an Automation Operations Product and Tools Solution Lead responsible for the full lifecycle management of large language model products and tools solutions in the customer service domain, driving deep integration between technology and business to enhance user experience of automation solutions and operations efficiency, and optimize product iteration mechanisms to ensure the product's competitiveness in the industry.
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What will you do
- Lead requirements analysis, feature definition, and roadmap development for customer service large LLM products, and design model application products and operational tool solutions tailored to business scenarios, then coordinate technical teams to complete model - related tasks ensuring performance stability and alignment with business goals.
- Develop operational strategies for Automation Operations tools, including usage monitoring, user closed - loop feedback, and continuous improvement, and establish evaluation frameworks for customer service products and tools, regularly delivering analysis reports and driving optimizations.
- Manage teams like Automation Service Tool Solution Managers and Atom Service Capability Product Managers by defining clear roles, and collaborate closely with multiple teams to align product development with business needs.
- Track key metrics such as usage rate, user satisfaction, and problem resolution rate, and optimize operational strategies through data analysis, also deep - dive into user behavior data to identify underlying needs and drive iterative product enhancements.
- Design user feedback mechanisms to analyze pain points and refine interaction workflows, and lead A/B testing to validate new features and ensure continuous improvement.
- Develop contingency plans for product and tool outages to ensure compliance with industry standards and company policies, and prioritize data privacy and security to ensure model operations adhere to regulatory frameworks.
- Monitor advancements in AI/LLM and explore innovative applications in customer service, and analyze competitor dynamics and propose differentiated competitive strategies.
Qualifications
Minimum Qualifications
- Bachelor's degree or higher in Computer Science, Data Science, Artificial Intelligence, Data Analysis, Business Analysis, or related fields.
- 4+ years of product management or operations experience, with 2+ years in team leadership roles. Experience in implementing intelligent customer service solutions, deploying large models, or optimizing operational tools is preferred.
- Proficient in product development processes, capable of independently completing requirements analysis, prototype design, and project management.
- Strong logical reasoning and communication skills, combined with advanced data analysis abilities. Able to translate complex operational rules into technical solutions to drive the evolution of intelligent customer service.
- Excellent team leadership and cross-functional collaboration skills, with a proven track record of delivering complex projects.
- High resilience, adaptability to fast-paced environments, and a demonstrated ability to think innovatively and solve problems effectively.
Preferred Qualifications
- Familiarity with NLP, deep learning, and other technologies. Candidates with experience in applying large language models (e.g., GPT, BERT) are preferred.
- Strong data sensitivity and proficiency in using tools like SQL and Python for data analysis.
- Deep understanding of customer service workflows (e.g., ticket handling, knowledge base management, user segmentation operations), industry trends, and technological advancements. Demonstrated expertise in AI applications within the customer service domain.
- A strong innovative spirit, capable of proposing novel solutions and driving their implementation.
- International communication skills and able to collaborate effectively with compliance, product, technology, and data teams.