Shop - SOP Program Manager

Responsibilities
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 a SOP Program Manager to manage the chatbot operation to improve the customer experience, and drive continuous improvement together with cross functional teams.

Roles & Responsibilities
Design detailed chatbot service strategies for customer support, defining chatbot interaction policies, processes, and automated solution capabilities.
Develop and maintain a standardized chatbot service framework (Master Service Doc) specifically tailored for customer service, allowing easy adoption and continuous refinement by PE and cross-functional teams.
Implement Level 3 intelligent tagging systems and design corresponding automated actions to resolve customer inquiries effectively and efficiently.
Define and expand the automated action library, creating new solutions and capabilities to enhance chatbot-driven customer support.
Work collaboratively with Logistics, Product and Algorithm teams to ensure chatbot automation solutions align with external policies and requirements.

Qualifications


Minimum Qualifications
Bachelor's degree in Business, Information Systems, Computer Science, or related disciplines.
0-3 years of experience in chatbot design, automation service strategy, or customer support roles.
Proven analytical skills, particularly in chatbot performance metrics (CSAT, FCR, Resolution Rate) and intelligent tagging systems.
Experience implementing automated chatbot solutions and intelligent classification systems.
Excellent communication and cross-team collaboration skills.

About Tik Tok
Tik Tok is the leading destination for short-form mobile video. At Tik Tok, our mission is to inspire creativity and bring joy. Tik Tok'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.

Why Join Us
Inspiring creativity is at the core of Tik Tok'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.
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.

Diversity & Inclusion
Tik Tok 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 Tik Tok, 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.

Tik Tok Accommodation
Tik Tok 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
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $77969 - $101334 annually.
Compensation may vary outside of this range depending on a number of factors, including a…