TikTok Shop - Service Experience Strategy Program Manager
Responsibilities
About the team
The Global E-commerce Governance and Experience (GNE) team is committed to building a safe, trusted, and high-quality marketplace for users, sellers, and creators around the world. We design policies, systems, and operations to ensure exceptional service quality and customer satisfaction.
Within GNE, the Service Experience Strategy team is focused on transforming service from a support function into a business advantage. Our mission is to build a best-in-class, self-service-first ecosystem where customers feel heard, problems are resolved with speed and clarity, and the experience strengthens long-term loyalty.
We are seeking a highly strategic, data-driven Program Manager to lead transformative initiatives that redefine the service journey between customers and sellers. This role will drive enhancements to existing service channels, design AI-powered tools to enable sellers to respond faster and more effectively, develop incentive structures to reward high performers, and establish policies that set clear baseline performance standards. As a high-impact position, it demands strategic vision, operational excellence, and cross-functional leadership to deliver a consistently exceptional customer experience at scale.
Want more jobs like this?
Get jobs in Singapore delivered to your inbox every week.
Responsibilities
1) Design and drive service strategies for customer inquiries, ensuring fast, efficient, and satisfaction through automated workflows, chatbots and service behavior optimsation.
2) Benchmark industry best practices and innovate service models that improve customer satisfaction with minimal customer effort.
3) Define policies, interaction flows, and automation rules that deliver a seamless, proactive, and low-friction experience for high-value users.
4) Partner cross-functionally with Operations, Logistics, Governance, Algorithm, and Product teams to integrate solutions with seller needs and external compliance requirements.
5) Independently lead high-visibility programs, providing regular leadership updates and participating in quarterly strategic planning cycles.
6) Able to work cross different timezone and travel for work.
Qualifications
Minimum Qualifications
1) Bachelor's degree in Business, Operations Management, Information Systems, or a related field.
2) 5 years of experience in program strategy, customer support transformation, chatbot strategy, or similar roles.
3) Strong analytical skills, with a proven track record of driving measurable improvements in customer metrics (e.g., CSAT, resolution rate).
4) Familiarity with AI-driven chatbot solutions and service automation best practices.
5) Exceptional interpersonal, collaboration, and stakeholder management skills.
Preferred Qualifications
1) Familiarity with AI assistant products and experience driving product go-to-market strategy.
2) Proven ability to deliver results in dynamic e-commerce, technology, or service settings.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.