Shop - Automation and Chatbot Operations Lead

5 days ago

Seattle, Washington, United States TikTok Full time

TikTok Shop - Automation and Chatbot Operations Lead


Seattle
Regular
Operations
Job ID: A86428


Responsibilities



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.

Join us. 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 Moderation Team (SMT) 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 leader to manage the Automation team operation to fulfill the business' needs, and drive continuous improvement together with cross functional teams.

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.

Qualifications



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.

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



Job Information



The base salary range for this position in the selected city is $ $229140 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.​

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