Join us as we inspire
creativity and bring joy to
millions of users worldwide.
Join us as we inspire
creativity and bring joy to
millions of users worldwide.
@2025 TikTok
Responsibilities
About the team The Global E-commerce Governance and Experience (GNE) team is committed to building a safe, trusted, and high-quality marketplace for users, sellers, and creators around the world. We design policies, systems, and operations to ensure exceptional service quality and customer satisfaction. Within GNE, the Service Experience Strategy team is focused on transforming service from a support function into a business advantage. Our mission is to build a best-in-class, self-service-first ecosystem where customers feel heard, problems are resolved with speed and clarity, and the experience strengthens long-term loyalty. We are seeking a highly strategic, data-driven Program Manager to lead transformative initiatives that redefine the service journey between customers and sellers. This role will drive enhancements to existing service channels, design AI-powered tools to enable sellers to respond faster and more effectively, develop incentive structures to reward high performers, and establish policies that set clear baseline performance standards. As a high-impact position, it demands strategic vision, operational excellence, and cross-functional leadership to deliver a consistently exceptional customer experience at scale. Responsibilities 1) Design and drive service strategies for customer inquiries, ensuring fast, efficient, and satisfaction through automated workflows, chatbots and service behavior optimsation. 2) Benchmark industry best practices and innovate service models that improve customer satisfaction with minimal customer effort. 3) Define policies, interaction flows, and automation rules that deliver a seamless, proactive, and low-friction experience for high-value users. 4) Partner cross-functionally with Operations, Logistics, Governance, Algorithm, and Product teams to integrate solutions with seller needs and external compliance requirements. 5) Independently lead high-visibility programs, providing regular leadership updates and participating in quarterly strategic planning cycles. 6) Able to work cross different timezone and travel for work.
Qualifications
Minimum Qualifications 1) Bachelor’s degree in Business, Operations Management, Information Systems, or a related field. 2) 5 years of experience in program strategy, customer support transformation, chatbot strategy, or similar roles. 3) Strong analytical skills, with a proven track record of driving measurable improvements in customer metrics (e.g., CSAT, resolution rate). 4) Familiarity with AI-driven chatbot solutions and service automation best practices. 5) Exceptional interpersonal, collaboration, and stakeholder management skills. Preferred Qualifications 1) Familiarity with AI assistant products and experience driving product go-to-market strategy. 2) Proven ability to deliver results in dynamic e-commerce, technology, or service settings.
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.
