TikTok Shop - Service Strategy Program Manager
Responsibilities
Team Introduction
Global E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on rules and systems to ensure quality. Service and Support Center (SSC) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators.
We are looking for a Service Strategy Program Manager for customer service to manage the service operation to improve the customer experience, and drive continuous improvement together with cross functional teams.
Responsibilities
- Design detailed service strategies for customer support, defining interaction policies, processes, and solution capabilities.
- Develop and maintain a standardized service framework (Master Service Doc) specifically tailored for customer service, allowing easy adoption and continuous refinement by PE and cross-functional teams.
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- Implement Level 3 tagging systems and design corresponding actions to resolve customer inquiries effectively and efficiently.
- Define and expand the action library, creating new solutions and capabilities to enhance customer support.
- Work collaboratively with Logistics, Product and Algorithm teams to ensure solutions align with external and internal requirements.
Qualifications
Minimum Qualifications
- Bachelor's degree in Business, Information Systems, Computer Science, or related disciplines.
- 5+ years of experience in service solution design, or customer support roles.
- Fluency in English.
Preferred Qualifications
- Proven analytical skills, particularly in performance metrics (CSAT, Repeated Contact Rate, Resolution Rate).
- Experience implementing service solutions to different channels.
- Excellent communication and cross-team collaboration skills.
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.