At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

E-commerce's Governance and Experience (GNE) is a global team responsible for maintaining a safe and trustworthy marketplace for users, sellers, and creators. Our goal is to ensure user satisfaction by implementing policies, rules, and systems that guarantee high-quality standards. The Service and Moderation Team (SMT), part of the GNE organization, is dedicated to delivering world-class service and experiences to customers, sellers, and creators globally.

We are looking for a Self-Service and Automation Program Manager (Buyer) to analyze customer behavior and design self-service and automation strategies tailored to unique challenges and opportunities. The role will focus on optimizing processes to improve the customer experience while ensuring operational excellence.

Role & Responsibilities
- Analyze customer behavior and data performance, establishing an automation strategy that aligns with region-specific market trends and challenges
- Conduct competitor analysis to identify capability gaps that need to be addressed across the full customer journey
- Collaborate with algorithm and product teams to enhance automation modeling and self-help feature capabilities, tailored to the diverse markets within the region
- Develop and maintain self-help solutions, offering localized content that empowers customers
- Directly manage chatbot operations and help center article creation, including copywriting and configuration to reflect regional nuances
- Set effective resolutions based on scenarios in the customer journey
- Oversee 'End to End' automation and self-service performance, ensuring continuous improvement of the customer experience

Qualifications

Minimum Qualifications
- Bachelor's degree or equivalent with 3+ years of experience in self-service and automation
- Expertise in project design, data analysis, communication, driving results, and managing change
- Demonstrated problem-solving and issue-resolution skills, with the ability to effectively prioritize tasks and meet deadlines in a fast-paced environment while maintaining high attention to detail

Preferred Qualifications
- Experience with e-commerce marketplaces

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.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $83600 - $143555 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.