TikTok Shop - Service Strategy and Planning Lead - Seattle

t service framework (Master Service Doc) that serves as a standardized template for future strategy development, making it easy for the Prompt Engineering(PE) team to adopt and improve collaboratively with cross-functional (XFN) teams.

• Develop clear and actionable strategies for chatbot enhancements, ensuring alignment with service policies, operational conditions, and AI-driven capabilities.
• Oversee the implementation of Level 3 intelligent tagging systems, ensuring solutions and automated actions are effectively designed based on tag insights.
• Collaborate closely with cross-functional teams (Operations, Logistics, Governance, Algorithm, Product) to integrate external policies, new project requirements, and advanced chatbot functionalities.

Qualifications

Minimum Qualifications

• Bachelor's degree in Business, Management, Operations, Information Systems, or related fields (MBA preferred).
• minimum 5 years of experience in chatbot service strategy, automation service planning, or AI-driven customer support, including 3+ years people management experience
• Strong analytical and strategic planning capabilities, specifically in data-driven automation environments.
• Excellent leadership, interpersonal skills, and proven experience managing complex stakeholder relationships.
• Familiarity with AI-driven automation systems, chatbot technologies, and intelligent tagging solutions.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $125400 - $235980 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.