TikTok Shop - Service Insights Program manager

Responsibilities

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 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.

Insight & Analysis:
- End-to-end Service Insights framework for EMEA, focusing on Voice of Business (VOB) for Sellers and Creators to understand key contact drivers.
- Conduct root-cause analysis on high-volume labels and recurring contact types; define the problem statement, quantify business impact, and propose corrective actions.
- Perform deep-dive assessments to uncover pain points in seller journeys, product flows, policy interpretation, and system logic that generate avoidable contacts.
- Collaborate with data and analytics teams to ensure accuracy, consistency, and traceability of insight data across markets.

Strategy & Execution:
- Translate insights into action by partnering with Service Delivery, Product, Governance, and Experience teams to design and implement solutions addressing top CPO drivers.
- Identify and champion self-service opportunities (e.g., Help Centre enhancements, chatbot flows, automated status updates) that empower users to resolve issues without contacting support.
- Partner with Product and Experience teams to improve platform usability and policy clarity, reducing friction that drives contacts.
- Support the EMEA Service Strategy by aligning insights with regional and global CPO-reduction roadmaps, ensuring that improvement initiatives are data-validated and operationally feasible.
- Contribute to the design and execution of recovery plans for high-impact issue areas.
- Define and monitor the success metrics of improvement initiatives, ensuring measurable impact on service efficiency and customer experience.

Stakeholder Management & Governance:
- Partner with regional leads and functional owners to influence process, policy, and product enhancement decisions through insight.
- Lead cross-functional review sessions (e.g., weekly CPO deep dives, Service Driving Experience, escalation analyses), ensuring follow-through and accountability.
- Develop and maintain an insight-to-action tracker to monitor the lifecycle of issues raised, actions taken, and impact achieved.
- Support executive reporting by presenting key insights, business implications, and progress updates to regional and global leadership.
Continuous Improvement & Knowledge Sharing
- Contribute to building an EMEA knowledge hub standardising methodology, reporting templates, and best practices.
- Partner with Cross regional Service Insights teams to ensure EMEA-specific trends and needs are reflected in global strategies.