Tiktok Shop

Global Operations
TikTok Shop - Global Service Strategy and Operations Lead

**Location**:
Singapore
Employment Type:
Regular
Job Code:
A248434A

**Responsibilities**:
About the team
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 policies, rules, and systems to ensure quality. The 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 seeking a Global Service Strategy and Operations Lead to develop and implement comprehensive service strategies and standard operating procedures (SOPs) across both human-assisted and AI-driven support channels. This role will drive the continuous improvement of end-to-end service delivery, ensuring alignment with global business objectives and elevating support experiences for customers, sellers, and creators.
Roles & Responsibilities
- Lead a team of Service Strategy Architects focused on designing holistic service frameworks encompassing human customer service, business support, and automation solutions.
- Develop and maintain global service strategies and SOPs to standardize service delivery, improve operational efficiency, and ensure consistency across all user touchpoints.
- Establish a unified service framework that integrates chatbot, automation, and human support strategies, providing clear guidance for prompt engineering and cross-functional implementation.
- Drive the design and optimization of Level 3 intelligent tagging systems to generate actionable insights and enable data-informed decision-making for both automated and human-supported service channels.
- Collaborate with cross-functional teams—including Operations, Logistics, Governance, Algorithm, and Product—to incorporate new policies, project requirements, and innovative service technologies into global service planning.
- Monitor service performance metrics across all channels and lead initiatives to enhance quality, scalability, and user satisfaction.

**Qualifications**:
Minimum Qualifications
- Bachelor’s degree in Business, Management, Operations, Information Systems, or a related field; MBA is preferred.
- 5+ years of experience in customer service strategy, SOP development, automation planning, or omni-channel support operations, including at least 3 years in a people management role.
- Demonstrated expertise in designing and implementing large-scale service strategies covering both human and AI-driven support functions.
- Strong analytical skills and experience using data to drive decision-making in complex, cross-functional environments.
- Excellent leadership and communication skills, with a proven ability to manage stakeholder relationships globally.

Preferred Qualifications
- Familiarity with AI and automation technologies, intelligent tagging systems, and customer service platforms is highly desirable.
- Experience in eCommerce or marketplace platforms.

Job Information
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.