Service Insights Program Manager - TikTok Shop

Responsibilities

• Drive comprehensive Voice of Customer / Business / Creator programs and define methods to align service insights with in-depth user analyses to better understand user behavior and reduce contacts and complaints.
• Develop effective program solutions based on analysis and assessment of customer service contacts, feedback and complaints.
• Present feedback results to cross‑functional teams and leadership to reinforce the key drivers of customer experience, provide actionable recommendations, and establish on‑going tracking and reporting.
• Navigate ambiguity and a fast‑changing, matrixed environment, deliver results without direct ownership of all dependencies.
• Develop innovative, end‑to‑end solutions to reduce complaints and customer contacts, and simplify customer problems with carefully crafted solutions at a global level.
• Lead strategy and vision across multiple problem areas and influence key internal and external stakeholders.
• Present key business outcomes – backed by measurable data and customer voice – to stakeholders and leadership to align on execution plans.
• Partner closely with internal and external teams (Experience, Governance, Service Delivery, Operations, Analytics, Product) to ensure successful delivery for user experience improvement and reduction of contact rate.

Minimum Qualifications

• BA/BS degree or equivalent practical experience.
• Experience in program management, service insights, customer service or a related analytical field.
• Strong analytical and quantitative skills; ability to use data and metrics to back up recommendations and drive actions.
• Ability to advocate and influence without direct ownership; comfort working cross‑group, cross‑level, and with all levels of management.
• Strong problem‑solving and issue‑resolution skills, with attention to detail and the ability to multitask in a deadline‑driven environment.
• Ability to balance customer experience and business growth, and to drive planning and execution across a global organisation.

Preferred Qualifications

• Prior experience in a matrixed, fast‑paced tech environment.
• Experience in eCommerce, marketplace or platform businesses.
• Strong track record of change and stakeholder management experience.
• Hands‑on experience with Voice of Customer or customer service processes.
• Experience leading global programs.
• Passion for customers and proven effectiveness in designing and implementing experience improvements.
• Ability to learn fast and work in an AI‑driven environment.
• Comfortable leveraging AI tools to accelerate insight generation, synthesise unstructured feedback and automate workflows.