TikTok Shop

Overview TikTok Shop - Head of Service Experience, AMS Get AI-powered advice on this job and more exclusive features. About the team: E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for users, sellers, and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality. As the regional leader of Service Experience, you will be highly data-driven and make strategic decisions regarding end-to-end customer service experiences and understanding the voice of the customer to resolve issues. You will have direct accountability for the development and delivery of the multi-channel experiences we offer buyers and sellers to address questions and order issues. Develop and implement strategic initiatives to enhance customer interactions, satisfaction, and resolution for all inquiries across the help center, seller and chatbot interactions, and related channels. Create and deploy a vision for the continuous development of Customer Service with Product, Engineering, LLM/AI and Agents; develop and implement end-to-end service support strategies for all categories, new technology, channels, and chatbot. Lead and develop a strong, high-performing team; drive change within the CS environment (systems deployment, in-sourcing/out-sourcing, shift to digital, self-service, etc.). Set the strategic vision of Customer Service experience, translating quality standards into actionable deliverables for the team and cross-functional partners. Optimize cost and ROI through Customer Service by applying segmentation and scenario-based strategies to improve resolution and satisfaction while controlling costs. Lead regular reviews of insights from customer satisfaction surveys, complaints, and other sources to enhance experiences and improve satisfaction scores and first-time resolution. Own and optimize customer service governance and policies for buyers and sellers; implement monitoring and enforcement mechanisms to ensure compliance, speed, and high-quality messaging. Leverage segmentation, order, fulfillment and other data to tailor customer engagement models; move away from one-size-fits-all approaches. Optimize FAQs and SOPs so customers have access to the best self-help information and ensure the chatbot, LLM and agents access accurate information to resolve a wide range of issues. Ensure optimal routing, information, and engagement channels across self-help, seller, platform, chatbot, and direct messaging to minimize repeats and follow-up. Manage stakeholder relationships across business, service centers, technology, logistics, payments, finance, product, compliance, global teams, and operations to design and deliver customer-facing roadmaps and features. Manage staff planning and contribute to budget and operating goal planning. Establish, execute and track key performance indicators (KPIs) for customer success, including resolution, satisfaction, recontact rate, NPS, and other metrics in OKRs on a weekly and monthly basis. Qualifications Minimum Qualifications Bachelor's degree in Marketing, Business, or a related field. Proven experience in a senior leadership role focused on customer service and/or customer engagement. 5+ years of professional experience in customer-facing fields within E-commerce or transactional platforms. 5+ years of people management experience in managing multi-locations. Experience leading customer service teams and creating (and deploying) an elevated Customer Service Experience strategy. Excellent interpersonal and communication skills with the ability to work cross-functionally in a fast-paced environment. Preferred Qualifications Experience using data and metrics to measure impact and drive improvements. Experience working in a matrix environment and ability to influence key stakeholders. Experience with post-purchase experiences including fulfillment, returns, refunds and contact. Experience in policy, compliance and/or internal controls. Successful implementation of large and complex programs, products and/or features. Marketplace retail experience with third-party (3P) sellers/merchants. About TikTok TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, with 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 product helps people authentically express themselves, discover and connect. Our diverse teams create value for communities and drive meaningful breakthroughs. We foster curiosity, humility, and an "Always Day 1" mindset. Diversity & Inclusion TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. We celebrate diverse voices and strive to reflect the communities we reach. Seniority level Executive Employment type Full-time Job function Management and Manufacturing Industries Technology, Information and Internet #J-18808-Ljbffr