TikTok Shop - Global Service Strategy and Operations Lead

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.