TikTok Shop - Regional Service Insights Lead

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 create the most trustworthy E-commerce platform with a delightful service experience. SSC is looking for a lead of Service Insights (SI) role to be responsible for regional service insights team management. The SI team will be responsible for identifying gaps and opportunities by leveraging VOB/VOC analysis capability, and pushing for problem solving by excellent cross function collaboration, product revamping or strategy enhancement.

Roles & Responsibilities
- Lead global VOC program management teams, ensuring cross-functional alignment of buyer/seller experience goals and strategies, and helping teams drive strategic partnerships and new initiatives forward.
- Develop the direction of service insights program management to drive the end-to-end improvement of our customer's experience, building a world class platform
- Build up a strong relationship with both internal teams within SSC and external teams within the org to enable an optimization of comprehensive experience solutions at the strategic level, including but not limited to Experience, Governance, Product, Service delivery team, Operational Excellence, QA, KMT, SOP teams.
- Always focused on customer-centricity, keenly observes the business trend of eCommerce, industry as well as the trend of buyer/partner's experience expectation, and is able to lead a team to proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.
- Be responsible for driving down Contacts per Order by constantly pushing for optimization our product and process and deep diving into contact reasons and bringing down such contacts.
- Be responsible for reducing the Issue Resolution lead time through effective prioritization with operational and product teams.
- Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track from a holistic view.
- Continually improve the service insights product to meet our fast growing business.

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience, advanced degree preferred.
- 5+ years of experience in customer service or experience management consulting role.
- 3+ years in leading Voice of Customers/Business teams in the eCommerce industry.
- Experience in global service launches, especially in new market kickoff.
- Experience in program management and ability to manage large, complex programs and drive change.
- Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment.
- Excellent analytical, leadership, organizational, stakeholder management, and problem-solving skills.

Preferred Qualifications
- Strong understanding of regional industry standards, business operations and regulatory requirements.
- Experience in eCommerce or marketplace platform.
- Ability to work well as part of a team and process all business requests in a simultaneous way.