TikTok Shop - Customer Service Strategy Program Manager

Responsibilities

About the team
The Customer Service Strategy & Operations team is responsible for defining and improving how customers interact with chatbots, AI agents, and agent-assisted support channels. Our mission is to deliver strategies that ensure consistent, efficient, and high-quality experiences across all markets. Strategy Program Managers work closely with cross-functional teams to represent customer needs in service design and delivery, while driving alignment across global operations.

Responsibilities
- Design and document strategies for chatbot, AI, and agent-assisted support channels.
- Coordinate with product, knowledge management, experience, and service teams to implement improvements.
- Drive consistency and alignment in customer service processes across global markets.
- Analyze operational data and customer feedback to refine and improve strategies.
- Manage strategic initiatives that balance customer satisfaction, operational efficiency, and cost.

Qualifications

Qualifications
- Bachelor's degree in Business, Information Systems, Computer Science, or a related discipline.
- 1+ years of experience in service strategy design, process improvement, automation, or customer support.
- Strong analytical skills with experience interpreting service performance metrics (e.g., CSAT, resolution rates, automation coverage).
- Excellent communication skills and the ability to collaborate effectively across global and cross-functional teams.
- Familiarity with customer service processes, AI tools, or automation technologies is preferred.

Preferred Qualifications
- Strong verbal and written communication skills with a demonstrated experience engaging and influencing senior executives.
- Strong ownership and a team player, always focused on delivering results with high standards.
- Comfortable working in a fast-paced, evolving environment with user-centric priorities.
- Experience in eCommerce or marketplace platforms.