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TikTok Shop - Service Insights Program manager 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. Advocate for the use of data-driven decision-making and empower regional stakeholders to leverage insights for proactive issue resolution. Support the development of automation and predictive models that enable proactive service recovery and contact reduction. Qualifications Minimum Qualifications Experience managing complex data analytics and related business metrics. Experience working cross-group and cross-level, and with all levels of management. Experience in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask. Preferred Qualifications Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization. Passion for customers and effective at designing and implementing experience KPI's and other measures. Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization. Ability to advocate and influence while not owning directly. Ability to work cross-group and cross-level, and with all levels of management. Demonstrated experience engaging and influencing senior executives. Strong ownership and a team player, always focused on delivering results with high standards. Experience in eCommerce or marketplace platforms. About TikTok TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo. Why Join Us Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day. We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us. Diversity & Inclusion TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too. Seniority level Entry level Employment type Full-time Job function Project Management and Information Technology Industries Technology, Information and Internet #J-18808-Ljbffr
