Global Service Strategy and Operations Lead

TikTok Pte. Ltd.; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A global e-commerce company in Singapore is seeking a Global Service Strategy and Operations Lead to design and implement comprehensive service strategies. This role involves leading a team, developing operational SOPs, and optimizing delivery across various support channels. The ideal candidate will have over 5 years of experience, including management, and will excel in driving quality and user satisfaction through innovative solutions.

Qualifications

• 5+ years of experience in customer service strategy and SOP development.
• Experience in people management for at least 3 years.
• Strong analytical skills with experience in complex decision-making environments.

Responsibilities

• Lead a team of Service Strategy Architects.
• Develop and maintain global service strategies and SOPs.
• Monitor service performance metrics and enhance quality.

Skills

Customer service strategy

Data-driven decision-making

Stakeholder management

Leadership

Education

Bachelor’s degree in Business, Management, Operations, or related field

MBA (preferred)

Job description

Responsibilities

About the team Global E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality. The Service and Support Center (SSC) is part of the GNE organization.

Our mission is to provide world-class service and experience for customers, sellers, and creators. We are seeking a Global Service Strategy and Operations Lead to develop and implement comprehensive service strategies and standard operating procedures (SOPs) across both human-assisted and AI-driven support channels. This role will drive the continuous improvement of end-to-end service delivery, ensuring alignment with global business objectives and elevating support experiences for customers, sellers, and creators.

Roles & Responsibilities

• Lead a team of Service Strategy Architects focused on designing holistic service frameworks encompassing human customer service, business support, and automation solutions.
• Develop and maintain global service strategies and SOPs to standardize service delivery, improve operational efficiency, and ensure consistency across all user touchpoints.
• Establish a unified service framework that integrates chatbot, automation, and human support strategies, providing clear guidance for prompt engineering and cross-functional implementation.
• Drive the design and optimization of Level 3 intelligent tagging systems to generate actionable insights and enable data-informed decision-making for both automated and human-supported service channels.
• Collaborate with cross-functional teams—including Operations, Logistics, Governance, Algorithm, and Product—to incorporate new policies, project requirements, and innovative service technologies into global service planning.
• Monitor service performance metrics across all channels and lead initiatives to enhance quality, scalability, and user satisfaction.

Qualifications

Minimum Qualifications

• Bachelor’s degree in Business, Management, Operations, Information Systems, or a related field; MBA is preferred.
• 5+ years of experience in customer service strategy, SOP development, automation planning, or omni-channel support operations, including at least 3 years in a people management role.
• Demonstrated expertise in designing and implementing large-scale service strategies covering both human and AI-driven support functions.
• Strong analytical skills and experience using data to drive decision-making in complex, cross-functional environments.
• Excellent leadership and communication skills, with a proven ability to manage stakeholder relationships globally.

Preferred Qualifications

• Familiarity with AI and automation technologies, intelligent tagging systems, and customer service platforms is highly desirable.
• Experience in eCommerce or marketplace platforms.