TikTok Shop - Head of Service Experience, AMS

Responsibilities

About the team
E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users, but also sellers and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality.

As the regional leader of Service Experience, you will be highly data-driven and make strategic decisions regarding end-to-end customer service experiences and understanding the voice of the customer and how to understand their issue and resolve it. You will have direct accountability for the development and delivery of the many multi-channel experiences that we offer our buyers and sellers to address questions and order issues.

Responsibilities
1. Develop and implement strategic initiatives to enhance customer interactions, satisfaction, and resolution for all their inquiries amongst the help center, seller and chatbot interaction and combinations that may occur.
2. Create and deploy a vision for continuous development and evolution of the Customer Service with Product, Engineering, LLM/AI and Agents. This will include being responsible for the development and implementation of the end to end service support strategies for all categories, new technology, channels and chatbot.
3. Lead and develop a strong, high performing and driven team, demonstrating the leadership of experience by implementing change within the CS environment i.e. systems deployment, in-sourcing and out-sourcing, switch to digital, self-service etc.
4. Set the strategic vision of Customer Service experience, establishing the standard of quality and translating these into meaningful and actionable deliverables for your team and cross-functional partners.
5. Optimize and drive the cost and ROI strategies through Customer Service experience by demonstrating strong commercial acumen and understanding of how segmentation and scenario based strategies can optimize both resolution (satisfaction) and our costs.
6. Lead the regular review of insights from customer satisfaction surveys, complaints and other sources across Customer Service to devise regular and ongoing plans to enhance experiences and raise customer satisfaction scores and first time resolution.
7. Own and optimize our customer service governance and policies for both buyers and sellers. Drive the necessary monitoring and seller enforcement mechanisms to ensure compliance, speed and high quality of buyer/seller messages.
8. Leverage segmentation, order, fulfillment and other data to apply different customer engagement models and scenarios that apply the correct customer service interaction. This may include copy changes, process flows, faster access, friction, segmentation and more. Move away from one size fits all approaches.
9. Optimize our FAQs and SOPs to ensure customers have access to the best self-help information and our chatbot, LLM and agents have access to the most accurate and relevant information to resolve a wide spectrum of issues and questions.
10. Ensure the best routing, information, and engagement channel is applied amongst the self-help, seller, platform, chatbot and direct message options available with the goal to minimize repeat and follow up contact.
11. Effectively manage relationships with stakeholders across business, service centers, technology, logistics, payments, finance, product, compliance, global and operations teams to design and deliver customer-facing technical roadmaps and features.
12. Manage staff planning and contribute to budget and operating goal planning process.
13. Establish, execute and track key performance indicators (KPIs) for customer success, including customer resolution, satisfaction, recontact rate, NPS, and other key metrics in OKRs, weekly and monthly basis.

Qualifications

Minimum Qualifications
1. Bachelor's degree in Marketing, Business, or a related field.
2. Proven experience in a senior leadership role with a focus on customer service and/or customer engagement.
3. 5+ years of professional experience in customer facing fields within E-commerce or transactional platforms.
4. 5+ years of people management experience in managing multi-locations.
5. Experience leading customer service related teams and creating (and deploying) an elevated Customer Service Experience strategy.