Observability & Monitoring: Design and champion observability standards for AI systems — covering model health, data/concept drift, system latency, GPU telemetry, and cost attribution. Define SLO/SLI frameworks to ensure AI services are transparent, debuggable, and maintainable at scale.
Security & Governance: Collaborate with Responsible AI and cybersecurity stakeholders to embed security guardrails and compliance checks into standardized deployment pipelines, ensuring AI systems meet government security standards (e.g., IM8, CSA guidelines). Drive governance frameworks covering model lineage, reproducibility, and approval workflows.
Technical Consulting & Enablement: Act as a senior subject matter expert for government agencies, conducting architecture reviews, maturity assessments, and providing actionable roadmaps to scale AI from POC to production. Develop reusable playbooks, reference implementations, and training materials. Mentor engineers within the AI Practice and across partner agencies — the goal is to build self-sufficient teams.
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Gather and analyse feedback from sellers and Relationship Managers (RMs) to develop constructive plans for product and knowledge enhancements.
Collaborate with Product, Regional, and cross-functional teams to support bot operations, issue resolution, knowledge governance, content localisation and continuous improvements.
Undertake additional responsibilities and initiatives as assigned by the reporting manager in support of team priorities.
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Gather and analyse feedback from sellers and Relationship Managers (RMs) to develop constructive plans for product and knowledge enhancements.
Collaborate with Product, Regional, and cross-functional teams to support bot operations, issue resolution, knowledge governance, content localisation and continuous improvements.
Undertake additional responsibilities and initiatives as assigned by the reporting manager in support of team priorities.
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SOP Development & Agent Skill Authorship - Translate frontline risk experience into structured SOPs and agent skill sets. Identify blind spots in current detection logic, document edge cases, and collaborate with the Product team to continuously improve automated coverage.
Risk System Quality Review - Conduct regular reviews of agent performance — assessing output quality, surfacing systematic errors, and proposing refinements. Serve as a quality gate between automated risk outputs and business-level decisions.
Cross-Functional Risk Coordination - Communicate escalated risk findings clearly to Product, Compliance, Legal, and Operations teams. Ensure AI-generated intelligence is accurately interpreted and translated into actionable, well-documented recommendations.
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Leverage data to manage performance: monitor dashboards, detect anomalies, and perform data and root cause analysis to maintain quality and efficiency.
Lead continuous improvement efforts: identify process gaps, design and implement workflow optimizations, and partner with tooling teams to drive automation and scalability.
Risk and change management: proactively identify delivery risks, propose mitigation plans, and lead through operational transitions.
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Leverage data to manage performance: monitor dashboards, detect anomalies, and perform data and root cause analysis to maintain quality and efficiency.
Lead continuous improvement efforts: identify process gaps, design and implement workflow optimizations, and partner with tooling teams to drive automation and scalability.
Risk and change management: proactively identify delivery risks, propose mitigation plans, and lead through operational transitions.
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Partner with sales, marketing, product, and client operations teams to advance product GTM and market education, in order to support revenue target achievement.
Based on business and product goals, build brand methodologies, establish metric systems, and create scalable mechanisms for business analysis and monitoring.
Have a deep understanding of overseas culture, brand communication, and consumer behavior.
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Support the execution and adoption of AI initiatives across the Commercial organization by working closely with business stakeholders, technology teams, and the AI Transformation team to improve workflows, automation, reporting, and commercial decision‑making.
Partner with Commercial teams including Revenue Management, Pricing, Scheduling, Network Planning, Marketing, Loyalty, Sales, Distribution, and Ancillary Revenue to identify opportunities where AI and automation can improve operational efficiency and business performance.
Support the implementation and rollout of AI‑enabled solutions including automated reporting, AI copilots, workflow automation, forecasting enhancements, customer analytics, productivity tools, and commercial dashboards.
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Collaborate with ICT, Data, Product, Engineering, and business teams to gather requirements, document workflows, coordinate testing activities, and support successful AI implementation initiatives.
Assist in improving Commercial reporting, analytics, and insight generation by working with datasets, dashboards, AI tools, and business intelligence platforms.
Support AI literacy and enablement initiatives by helping users understand practical AI applications, responsible usage, and adoption of AI-enabled workflows within day-to-day operations.
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The Marketplace Customer Support & Operations Executive manages daily after-sales support and marketplace operational performance across platforms such as Amazon, Lazada, Shopee, TikTok Shop, and other e-commerce channels. This role is responsible not only for replying to customer enquiries, but also for monitoring marketplace health indicators such as store rating, product rating, response rate, return rate, refund trend, and after-sales performance.
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In close partnership with internal researchers, industry experts, and leading data vendors, we tackle challenging data problems at the frontier of AI development, helping improve both model performance and user experience.
As more large AI models are being developed, high-quality data has become the core fuel driving the leap in model capabilities. Our team – AI Data & Safety – Data Annotation and Evaluation Operations – is the builder and operator of this critical link.
Our value lies in transforming the "intelligence" scattered across individual experience and organizational knowledge into "data" that models can understand and learn from by establishing a scientific and efficient data production and operation system. This directly drives the iteration of model capabilities and the implementation of various AI applications. We serve not only as key infrastructure supporting ByteDance’s AI strategy, but also as the core bridge connecting human wisdom and machine intelligence.
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Partner with sales, product, and client operations teams to advance product GTM and market education, in order to support revenue target achievement.
Based on business and product goals, build scalable mechanisms for advertising and operations methodology, metric system development, and business analysis and monitoring.
5+ years of experience in lead-generation performance advertising; North America market experience is preferred.
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Partner with sales, e-commerce, product, and client operations teams to advance product GTM and market education, in order to support revenue target achievement.
Based on business and product goals, build scalable mechanisms for e-commerce advertising and operations methodology, metric system development, and business analysis and monitoring.
3+ years of experience in overseas e-commerce advertising product operations, market strategy research, or e-commerce business operations; North America market experience is preferred.
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