TikTok Shop - Service Experience Strategy Program Manager

TikTok

  • Seattle, WA
  • Permanent
  • Full-time
  • 10 days ago
The Global E-commerce Governance and Experience (GNE) team is committed to building a safe, trusted, and high-quality marketplace for users, sellers, and creators around the world. We design policies, systems, and operations to ensure exceptional service quality and customer satisfaction.Within GNE, the Service Experience Strategy team is focused on transforming service from a support function into a true competitive advantage. Our mission is to build a best-in-class, self-service-first ecosystem where customers feel heard, problems are resolved with speed and clarity, and the experience strengthens long-term loyalty.We are seeking a detail-oriented, data-driven Program Manager to support high-priority projects that improve the service journey between customers and sellers. This role will focus on data analysis, insight generation, and execution of high priority programs, ensuring our service channels, seller enablement tools, and operational processes are optimized for speed, quality, and customer satisfaction. This is an opportunity to make a meaningful impact by turning insights into action and ensuring flawless delivery of critical projects.Responsibilities
- Data Analysis & Insight Generation: conduct deep-dive analysis of service channel performance data (CSAT, containment, resolution time, etc.) to uncover pain points and opportunity areas, translating insights into actionable opportunities for product, policy & operations teams
- Project Management (PMO): lead the end-to-end delivery of high priority projects within the Service Experience Strategy portfolio, ensuring timelines, deliverables, and quality standards are consistently met.
- Coordinate seamlessly across cross-functional teams (Operations, Product, Governance, Logistics, Algorithm) to remove blockers, align priorities, and accelerate execution
- Maintain robust risk, issue, and mitigation tracking with full leadership visibility.
- Service Model Benchmarking & Innovation: research and benchmark industry-leading service models, proactively identifying emerging trends and translating best practices into innovative, scalable solutions that enhance customer satisfaction with minimal effortQualifications:Minimum Qualifications:
- Bachelor's degree in Business, Operations Management, Information Systems, or a related field.
- 1-3 years of experience in program strategy, customer support transformation, chatbot strategy, or similar roles.
- Strong analytical skills, with a proven track record of driving measurable improvements in customer metrics (e.g., CSAT, resolution rate)
- Exceptional interpersonal, collaboration, and stakeholder management skillsPreferred Qualifications:
- Prior experience in running business-critical initiatives with leadership visibility
- Produce clear, impactful written and verbal communication with minimal supervision
- Proven ability to deliver results in dynamic e-commerce, technology, or service settings

TikTok