Derek Casteel
Seattle
Summary
Dynamic program manager skilled in machine learning and customer experience design. Achieved over $6.25 million in cost savings by implementing automation strategies that reduced customer contacts while maintaining >70% customer satisfaction. Committed to leveraging data-driven insights and collaborative efforts to optimize digital solutions and enhance customer engagement.
Overview
6
6
years of professional experience
Work History
Sr Program Manager/Prompt Engineer - Chatbot
ByteDance
Bellevue
07.2024 - 04.2026
- Led prompt engineering and optimization for LLM-driven TikTok Shop Buyer chatbot, improving operational metrics as well as model accuracy using RAG-based FAQ matching driving significant gains in Customer Satisfaction (58%>68%) through AI model improvements and workflow optimization.
- Established structured evaluation mechanisms (RCA, bad-case pipelines, DSAT clustering) to identify and address model inconsistencies, enabling continuous performance improvements.
- Led international expansion for TikTok Shop Mexico and Brazil markets, launching localized chatbot and Help Center experiences by translating and validating 300+ content assets for legal and cultural compliance.
Program Manager - Automated Voice Assistant
Amazon
Seattle
09.2022 - 05.2024
- Led director-level voice bot projects, driving marketplace expansions and LLM/ML integrations.
- Oversaw director-level voice bot projects, including new marketplace expansions and LLM integration/ML integration.
- Developed and managed reporting for WBRs, Monthly Flashes, and QBRs, ensuring director and VP visibility.
- Prioritized and groomed new product feature intake requests to align with strategic goals.
Machine Learning Data Lead - Chatbot
Amazon
Seattle
05.2020 - 09.2022
- Sought strategies to enhance Amazon's Voice Assistant by researching customer contacts, developing and implementing experiments that aimed to reduce contacts, increase automation, and improve customer experience.
- Implemented over 100 automation product changes that reduced more than 500,000 annual contacts Worldwide, saving Amazon at least $1.75M.
- Led research on customer behavior using SQL queries and Excel, presenting findings to stakeholders to inform optimization efforts.
Education
Sports Management and Marketing -
Marshall University
Huntington05-2013
Skills
- Prompt engineering
- Machine learning
- Workflow optimization
- Localization strategy
- Evaluation mechanisms
- Metric evaluation
- Stakeholder engagement
Timeline
Sr Program Manager/Prompt Engineer - Chatbot
ByteDance
07.2024 - 04.2026
Program Manager - Automated Voice Assistant
Amazon
09.2022 - 05.2024
Machine Learning Data Lead - Chatbot
Amazon
05.2020 - 09.2022
Sports Management and Marketing -
Marshall University