Responsibilities About the team The Customer Service Strategy & Operations team is responsible for defining and improving how customers interact with chatbots, AI agents, and agent-assisted support channels. Our mission is to deliver strategies that ensure consistent, efficient, and high-quality experiences across all markets. Strategy Program Managers work closely with cross-functional teams to represent customer needs in service design and delivery, while driving alignment across global operations.
Responsibilities - Design and document strategies for chatbot, AI, and agent-assisted support channels. - Coordinate with product, knowledge management, experience, and service teams to implement improvements. - Drive consistency and alignment in customer service processes across global markets. - Analyze operational data and customer feedback to refine and improve strategies. - Manage strategic initiatives that balance customer satisfaction, operational efficiency, and cost.
Qualifications Qualifications - Bachelors degree in Business, Information Systems, Computer Science, or a related discipline. - 1+ years of experience in service strategy design, process improvement, automation, or customer support. - Strong analytical skills with experience interpreting service performance metrics (e.g., CSAT, resolution rates, automation coverage). - Excellent communication skills and the ability to collaborate effectively across global and cross-functional teams. - Familiarity with customer service processes, AI tools, or automation technologies is preferred.
Preferred Qualifications - Strong verbal and written communication skills with a demonstrated experience engaging and influencing senior executives. - Strong ownership and a team player, always focused on delivering results with high standards. - Comfortable working in a fast-paced, evolving environment with user-centric priorities. - Experience in eCommerce or marketplace platforms.
About TikTok TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok&aposs 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&aposs 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&aposre 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.
