Responsibilities

The TikTok e-Commerce Governance and Experience team is responsible for ensuring our marketplace is safe and trustworthy for users, sellers, and creators globally. We value user satisfaction and work on policies, rules, and systems to ensure quality for our community. The Service Delivery Lead is responsible for leading regional service delivery operations across Southeast Asia, ensuring high-performing user (customer, seller or creator) support while driving an AI-first transformation of operational models. This role combines strong operational discipline, people leadership, BPO governance, and service excellence with the ability to identify and drive AI-enabled solutions that improve productivity, quality, resolution effectiveness, and user experience. - Lead Service Delivery Operations across Southeast Asia, ensuring consistent, high-quality, best-in-class support experiences for users across all markets. - Build and lead a high-performing service delivery team, driving operational excellence through clear success metrics, KPI management, coaching, performance reviews, and continuous guidance to achieve productivity, quality, resolution, and customer experience goals. - Orchestrate frontline resolution escalations, ensuring timely and effective issue resolution through close collaboration with internal cross-functional teams and BPO partners. - Champion an AI-first operating model by identifying opportunities to streamline workflows, automate repetitive tasks, improve intelligent contact deflection, accelerate resolution, and enhance both customer-facing and agent-facing experiences. - Partner with Global Strategy, Product, Regional Solutions, Policy, Training, and other cross-functional stakeholders to pilot and scale AI-enabled solutions such as chatbots, copilots, intelligent routing, knowledge automation, AI audits, and agentic workflows. - Ensure operational readiness for new products, policy changes, feature launches, and go-to-market initiatives by aligning global SOPs with country and regional requirements, while building scalable and practical solutions for both BPO and in-house operations. - Leverage reporting, analytics, AI-audit insights, and operational data to identify trends, forecast demand and risks, uncover coaching opportunities, improve service quality, and drive continuous, data-informed improvement initiatives. - Manage and partner closely with BPO providers to build and sustain a high-performing frontline operation, ensuring hiring plans, staffing levels, quality standards, and service KPIs are consistently achieved. - Establish strong governance for AI deployment in operations, ensuring solutions meet standards for quality, accuracy, safety, compliance, and human-in-the-loop oversight, with continuous monitoring and optimization of AI performance. - Lead workforce planning, staffing, and contingency management to maintain service delivery through normal business cycles, seasonal peaks, and new product or policy launches. - Translate customer insights, seller pain points, operational learnings, and emerging AI capabilities into actionable recommendations that influence product, platform, process, and tooling improvements. - Work closely with leadership and internal stakeholders to drive continuous improvement programs that enhance customer and seller experience, increase operational efficiency, strengthen service resilience, and deliver measurable business impact.

Qualifications

Minimum Qualification(s) - Bachelor's degree or equivalent practical experience. - 5+ years of experience in Strategy & Planning, Service Operations or User Experience, including years of leading regional or multi-country teams. - Experience driving operational transformation, through AI, automation, digitalization, and scalable operating models, with measurable improvements in productivity, service quality, and customer experience. - Demonstrated ability to leverage data, analytics, and AI-driven insights to define success metrics, identify trends, solve complex operational challenges, and drive continuous improvement. - Strong analytical and problem-solving skills with the ability to translate data into strategic decisions and measurable business outcomes. - Proven success building and leading high-performing teams and fostering a culture of innovation, ownership, and continuous improvement. Preferred Qualification(s) - Advanced degree preferred. - Experience in eCommerce, marketplace platforms, or technology companies. - Experience implementing AI-powered customer service solutions, workflow automation, agentic AI, or Generative AI applications. - Passion for leveraging AI and emerging technologies to transform customer operations and deliver exceptional customer experiences.

Job Information