TikTok Shop - Regional Service Insights Program Manager

Responsibilities

About the team
The TikTok E-commerce Governance and Experience team is responsible for ensuring our marketplace is safe and trustworthy for users, sellers, and creators globally. 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 Regional Service Insights (SI) Program Manager. The SI team will be responsible for identifying gaps and opportunities by leveraging VOC, VOB analysis capability, and pushing for problem solving by excellent cross function collaboration, product revamping or strategy enhancement.

Responsibilities
- Lead end-to-end Service Insights strategy and execution across SEA&JP, translating Voice of Customer/Business/Creators signals into high-impact, actionable programs that drive measurable CPO reduction and experience improvement.
- Own and evolve the Service Insights operating mechanism, including problem framing, root cause diagnosis, prioritization, and post-launch impact measurement, to ensure insights consistently translate into business outcomes rather than reporting outputs.
- Independently lead regional, multi-country initiatives to address top customer friction points (e.g. Aftersales, Logistics), working across markets to design scalable solutions while balancing nuances.
- Drive structured root cause analysis (RCA) by breaking down end-to-end user journeys, forming hypotheses, and validating findings through large scale ticket analysis and BPO collaboration, ensuring focus on highest-impact drivers.
- Influence cross-functional stakeholders (Experience, Product, Logistics, Governance, Operations, etc.) to secure alignment, ownership, and prioritization of initiatives, despite no direct reporting lines.
- Translate insights into executable programs, including defining solution scope, ownership model, success metrics, and tracking mechanisms to ensure effective implementation and measurable impact.
- Build and present clear, data-driven narratives to leadership, simplifying complex analyses into actionable recommendations and influencing decision-making at regional level.

Qualifications

Minimum Qualification(s)
- Minimum 4+ years business experience in program management, customer insights and/or and experience field.
- Proven track record of leading complex, cross-functional programs independently, with demonstrated impact on business metrics (e.g. cost reduction, experience improvement, operational efficiency).
- Strong strategic thinking and problem structuring skills, with the ability to break down ambiguous problems into clear hypotheses, frameworks, and execution plans.
- Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
- Demonstrated ability to influence stakeholders across functions and markets, navigate competing priorities, and drive alignment without direct authority.
- Strong execution capability, including translating insights into scalable solutions with clear ownership, milestones, and measurable outcomes.
- Excellent communication and storytelling skills, with experience presenting to leadership and driving decision-making through structured narratives.

Preferred Qualification(s)
- Experience in eCommerce, marketplace platforms or high-growth tech environments is a plus.
- Proven ability to operate in high-ambiguity, fast-paced environments, with strong ownership and bias for action.