Job Description
Responsibilities
About the team
The TikTok E-commerce Governance and Experience team is responsible for ensuring our marketplace is safe and trustworthy for users, sellers, and creators globally. Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.
SSC is looking for a Regional Service Insights (SI) Program Manager. The SI team will be responsible for identifying gaps and opportunities by leveraging VOC, VOB analysis capability, and pushing for problem solving by excellent cross function collaboration, product revamping or strategy enhancement.
Responsibilities
- Lead end-to-end Service Insights strategy and execution across SEA&JP, translating Voice of Customer/Business/Creators signals into high-impact, actionable programs that drive measurable CPO reduction and experience improvement.
- Own and evolve the Service Insights operating mechanism, including problem framing, root cause diagnosis, prioritization, and post-launch impact measurement, to ensure insights consistently translate into business outcomes rather than reporting outputs.
- Independently lead regional, multi-country initiatives to address top customer friction points (e.g. Aftersales, Logistics), working across markets to design scalable solutions while balancing nuances.
- Drive structured root cause analysis (RCA) by breaking down end-to-end user journeys, forming hypotheses, and validating findings through large scale ticket analysis and BPO collaboration, ensuring focus on highest-impact drivers.
- Influence cross-functional stakeholders (Experience, Product, Logistics, Governance, Operations, etc.) to secure alignment, ownership, and prioritization of initiatives, despite no direct reporting lines.
- Translate insights into executable programs, including defining solution scope, ownership model, success metrics, and tracking mechanisms to ensure effective implementation and measurable impact.
- Build and present clear, data-driven narratives to leadership, simplifying complex analyses into actionable recommendations and influencing decision-making at regional level.
Qualifications
Minimum Qualification(s)
- Minimum 4+ years business experience in program management, customer insights and/or and experience field.
- Proven track record of leading complex, cross-functional programs independently, with demonstrated impact on business metrics (e.g. cost reduction, experience improvement, operational efficiency).
- Strong strategic thinking and problem structuring skills, with the ability to break down ambiguous problems into clear hypotheses, frameworks, and execution plans.
- Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
- Demonstrated ability to influence stakeholders across functions and markets, navigate competing priorities, and drive alignment without direct authority.
- Strong execution capability, including translating insights into scalable solutions with clear ownership, milestones, and measurable outcomes.
- Excellent communication and storytelling skills, with experience presenting to leadership and driving decision-making through structured narratives.
Preferred Qualification(s)
- Experience in eCommerce, marketplace platforms or high-growth tech environments is a plus.
- Proven ability to operate in high-ambiguity, fast-paced environments, with strong ownership and bias for action.
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.
