TikTok Shop - Head of Service Experience, AMS

ResponsibilitiesAbout the teamE-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users, but also 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 and how to understand their issue and resolve it. You will have direct accountability for the development and delivery of the many multi-channel experiences that we offer our buyers and sellers to address questions and order issues. Responsibilities1. Develop and implement strategic initiatives to enhance customer interactions, satisfaction, and resolution for all their inquiries amongst the help center, seller and chatbot interaction and combinations that may occur.2. Create and deploy a vision for continuous development and evolution of the Customer Service with Product, Engineering, LLM/AI and Agents. This will include being responsible for the development and implementation of the end to end service support strategies for all categories, new technology, channels and chatbot.3. Lead and develop a strong, high performing and driven team, demonstrating the leadership of experience by implementing change within the CS environment i.e. systems deployment, in-sourcing and out-sourcing, switch to digital, self-service etc. 4. Set the strategic vision of Customer Service experience, establishing the standard of quality and translating these into meaningful and actionable deliverables for your team and cross-functional partners.5. Optimize and drive the cost and ROI strategies through Customer Service experience by demonstrating strong commercial acumen and understanding of how segmentation and scenario based strategies can optimize both resolution (satisfaction) and our costs. 6. Lead the regular review of insights from customer satisfaction surveys, complaints and other sources across Customer Service to devise regular and ongoing plans to enhance experiences and raise customer satisfaction scores and first time resolution.7. Own and optimize our customer service governance and policies for both buyers and sellers. Drive the necessary monitoring and seller enforcement mechanisms to ensure compliance, speed and high quality of buyer/seller messages.8. Leverage segmentation, order, fulfillment and other data to apply different customer engagement models and scenarios that apply the correct customer service interaction. This may include copy changes, process flows, faster access, friction, segmentation and more. Move away from one size fits all approaches.9. Optimize our FAQs and SOPs to ensure customers have access to the best self-help information and our chatbot, LLM and agents have access to the most accurate and relevant information to resolve a wide spectrum of issues and questions. 10. Ensure the best routing, information, and engagement channel is applied amongst the self-help, seller, platform, chatbot and direct message options available with the goal to minimize repeat and follow up contact.11. Effectively manage relationships with stakeholders across business, service centers, technology, logistics, payments, finance, product, compliance, global and operations teams to design and deliver customer-facing technical roadmaps and features.12. Manage staff planning and contribute to budget and operating goal planning process.13. Establish, execute and track key performance indicators (KPIs) for customer success, including customer resolution, satisfaction, recontact rate, NPS, and other key metrics in OKRs, weekly and monthly basis.QualificationsMinimum Qualifications1. Bachelor's degree in Marketing, Business, or a related field.2. Proven experience in a senior leadership role with a focus on customer service and/or customer engagement.3. 5+ years of professional experience in customer facing fields within E-commerce or transactional platforms.4. 5+ years of people management experience in managing multi-locations.5. Experience leading customer service related teams and creating (and deploying) an elevated Customer Service Experience strategy.6. Excellent inter-personal and communication skills and strong ability to work cross-functionally in a fast paced and challenging environment.Preferred Qualifications1. Experience using data and metrics to measure impact and determine improvements.2. Demonstrated past success working in a matrix environment and ability to influence key stakeholders.3. Experience with post-purchase experiences that include fulfillment, returns, refunds and contact.4. Experience in policy, compliance and/or internal controls.5. Successful implementation of large and complex programs, products and/or features.6. Marketplace retail experience with third party (3P) sellers/merchants.About TikTokTikTok 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 UsInspiring 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.​