TikTok Shop - After-sales & Arbitration Automation Program Manager

Description

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.

Requirements

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.