TikTok Shop - Aftersales Support Prompt Engineering Program Manager

Part of the Global E-commerce (GNE) organization under Governance and Experience, the Service and Support Center (SSC) is a core component of the GNE team.The GNE team’s primary responsibility is to ensure the marketplace is safe and trustworthy for users, sellers, and creators. With user satisfaction as a top priority, the team develops policies, rules, and systems to maintain high-quality services. The SSC’s mission is to deliver world-class service and experiences for customers, sellers, and creators. This role focuses on aftersales support, combining SOP framework development with C-end policy and strategy to drive continuous improvement through cross-functional collaboration.



Responsibilities

- Design SOP & Strategies for Aftersales Support

- Develop detailed aftersales service strategies for buyer & seller, including interaction policies, service processes, and automated solution capabilities. Establish and refine standardized SOP systems for aftersales/arbitration/appeal.



Service Framework & Documentation Management

- Create and maintain a standardized service framework (including a Master Service Doc) tailored for aftersale support, ensuring easy adoption and continuous refinement by Process Engineering (PE) and cross-functional teams.



Intelligent Systems & Automation Implementation

- Deploy Level 3 intelligent tagging systems and design corresponding automated actions to improve efficiency and accuracy in resolving customer issues. Expand the automated action library with new solutions to strengthen LLM Driven aftersales support.



Cross-Functional Collaboration & Policy Alignment

- Work closely with Logistics, Experience, Product, and Algorithm teams to ensure chatbot automation solutions and customer service SOPs comply with external policies and business rules.



Service Quality & Continuous Improvement

- Use LLM performance data and customer feedback to drive iterative improvements in processes, SOPs, and automation solutions, enhancing both efficiency and customer satisfaction.