TikTok Shop - Angel Oncall Program Manager

ies, handle violations, and navigate appeals processes.

• Drive the development and implementation of AI-powered support capabilities, including chatbot solutions, policy guidance tools, automated workflows, and knowledge management systems to reduce dependency on manual case handling and improve operational efficiency.
• Analyze high-volume AOC case trends and identify opportunities to improve policy clarity, automate repetitive inquiries, and generate actionable insights that enhance the overall support experience for internal stakeholders.
• Establish scalable processes and operating models that balance AI-enabled support with human escalation paths, defining clear frameworks for when chatbot guidance versus human intervention is required.
  -Collaborate with Governance and Policy teams to continuously refine policies, improve operational consistency, and ensure policy interpretation aligns across support channels and business teams.
• Define and track program-level OKRs and operational metrics related to automation adoption, case deflection, escalation reduction, policy accuracy, satisfaction, and support effectiveness.
• Deliver data-driven insights and recommendations to leadership on operational pain points, policy gaps, support trends, and opportunities for AI-enabled process improvements.
• Lead change management initiatives associated with new tools, workflows, and support models, ensuring successful adoption across global stakeholder groups.

Qualifications

Minimum Qualifications:

• Fluency in Mandarin and English are required for this role, including an ability to communicate business terminology with ease; you will be collaborating extensively with partner teams and directly present to leadership teams based in China and across APAC. This collaboration is necessary to support the strategy alignment and drive improvement to the team's operations.
• 5+ years in management in oncall service, customer service and seller success fields.
• Experience designing or improving operational workflows, escalation frameworks, or support processes in high-volume operational environments.
• Experience leveraging AI, automation, chatbot solutions, or knowledge management tools to improve operational efficiency, scale support models, and enhance user experience.
• Familiarity with AI-enabled support capabilities such as conversational chatbots, intelligent policy guidance systems, workflow automation, or case deflection solution.
• Experiences in building, managing and influencing relationships with stakeholders, using data to generate insights and solving complex problems.

Preferred Qualifications

• Experience in e-Commerce or marketplace platforms is a plus.
• Self-motivated and able to thrive in ambiguity and in a matrix environment.
• BA/BS degree or equivalent practical experience, advanced degree preferred.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $103360 - $209380 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.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

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.