TikTok Shop - Service Insights Program Manager

TikTok; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

TikTok is seeking an experienced Service Solution Project Manager to enhance operational excellence from our London Hub. You will drive programs ensuring a safe marketplace for users of TikTok Shop, influencing internal and external stakeholders.

Ideal candidates will have a BA degree and experience in program management with strong analytical skills. This role requires navigating a complex environment while delivering customer experience improvements.

Qualifications

• BA/BS degree or equivalent practical experience.
• Experience in program management or related analytical roles.
• Strong analytical skills to drive data-backed recommendations.
• Ability to influence without direct ownership.

Responsibilities

• Drive Voice of Customer programs to align insights with user analyses.
• Develop program solutions from customer service insights.
• Present feedback results to cross-functional teams.
• Navigate a fast-changing environment to deliver results.
• Lead strategy across problem areas to influence stakeholders.

Skills

Analytical skills

Program management

Customer service insights

Data-driven decision making

Cross-functional collaboration

Education

BA/BS degree or equivalent practical experience

Job description

Responsibilities

About the team: Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop (TTS). SSC is looking for an experienced Service Solution Project Manager role to drive regional operational excellence from our London Hub.

• Drive comprehensive Voice of Customer / Business / Creator programs and define methods to align service insights with in-depth user analyses to better understand user behavior and reduce contacts and complaints.
• Develop effective program solutions based on analysis and assessment of customer service contacts, feedback and complaints.
• Present feedback results to cross-functional teams and leadership to reinforce the key drivers of customer experience, provide actionable recommendations, and establish on-going tracking and reporting.
• Navigate ambiguity and a fast-changing, matrixed environment, deliver results without direct ownership of all dependencies.
• Develop innovative, end-to-end solutions to reduce complaints and customer contacts, and simplify customer problems with carefully crafted solutions at a global level.
• Lead strategy and vision across multiple problem areas and influence key internal and external stakeholders.
• Present key business outcomes - backed by measurable data and customer voice - to stakeholders and leadership to align on execution plans.
• Partner closely with internal and external teams (Experience, Governance, Service Delivery, Operations, Analytics, Product) to ensure successful delivery for user experience improvement and reduction of contact rate.

Qualifications

Minimum Qualifications

• BA/BS degree or equivalent practical experience.
• Experience in program management, service insights, customer service or a related analytical field.
• Strong analytical and quantitative skills; ability to use data and metrics to back up recommendations and drive actions.
• Ability to advocate and influence without direct ownership; comfort working cross-group, cross-level, and with all levels of management.
• Strong problem-solving and issue-resolution skills, with attention to detail and the ability to multitask in a deadline-driven environment.
• Ability to balance customer experience and business growth, and to drive planning and execution across a global organisation.

Preferred Qualifications

• Prior experience in a matrixed, fast-paced tech environment.
• Experience in eCommerce, marketplace or platform businesses.
• Strong track record of change and stakeholder management experience.
• Hands-on experience with Voice of Customer or customer service processes.
• Experience leading global programs
• Passion for customers and proven effectiveness in designing and implementing experience improvements.
• Ability to learn fast and work in an AI-driven environment - comfortable leveraging AI tools to accelerate insight generation, synthesize unstructured feedback and automate workflows.