At a Glance
- Tasks: Drive customer insights programs and develop innovative solutions to enhance user experience.
- Company: Join TikTok Shop, a dynamic leader in the eCommerce space.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Collaborate with diverse teams and influence key stakeholders globally.
- Why this job: Make a real impact on customer experience in a fast-paced, tech-driven environment.
- Qualifications: BA/BS degree and experience in program management or customer service.
The predicted salary is between 60000 - 80000 £ per year.
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.
Service Insights Program Manager - TikTok Shop employer: PMs for Hire
As a Service Insights Program Manager at TikTok Shop, you will thrive in a dynamic and innovative environment that champions creativity and collaboration. Our commitment to employee growth is reflected in our comprehensive training programmes and opportunities for cross-functional engagement, ensuring you can develop your skills while making a meaningful impact on customer experience. With a vibrant work culture that embraces diversity and encourages fresh ideas, TikTok Shop stands out as an exceptional employer for those seeking a rewarding career in the fast-paced tech landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Service Insights Program Manager - TikTok Shop
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PMs for Hire. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PMs for Hire before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Insights Program Manager - TikTok Shop
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PMs for Hire:Your cover letter is your chance to shine! Tell us why you want to work at PMs for Hire specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PMs for Hire!
How to prepare for a job interview at PMs for Hire
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
