Job Description
Responsibilities
E-commerce's Governance and Experience (GNE) organization is dedicated to building a safe, sustainable, and high-trust marketplace where every customer enjoys a seamless purchase experience. Within GNE, the Experience Team focuses on delivering reliable, intuitive, and outstanding end-to-end journeys for all TikTok Shop users.
We are seeking an experienced and highly analytical Service Experience Operations Manager to take full ownership of our Global Help Center. In this role, you will be the end-to-end owner of the self-service ecosystem. Your primary mission is to empower users to resolve issues independently through intelligent, intuitive, and highly optimized self-service solutions, thereby driving down contact rates, reducing platform costs (CPO), and elevating overall customer satisfaction (CSAT) and resolution efficiency.
- End-to-End Ownership: Serve as the primary business owner for the Help Center. Architect the roadmap for product and content evolution, ensuring alignment with broader service experience and business goals.
- Metrics & Diagnostic Analysis: Define and own both core and process metrics for the Help Center (e.g., Self-Service Resolution Rate, Ticket Deflection Rate, Page Bounce Rate, DSAT). Continuously diagnose and deconstruct modules, user flows, and friction points to uncover actionable optimization opportunities.
- Content & Interaction Optimization: Revamp the Help Center's content architecture, taxonomy, and interaction formats (UI/UX). Transform static text into dynamic, engaging, and easy-to-digest formats (e.g., visual guides, interactive decision trees) to ensure a seamless user journey.
- Smart Self-Service Innovation: Drive the exploration and implementation of AI-driven and intelligent solutions (e.g., dynamic personalized FAQs, intelligent routing, LLM-powered assistants, order-status predictive interventions) to help users solve problems efficiently and reduce reliance on human agents, ultimately driving down platform service costs.
- Cross-Functional Leadership: Collaborate extensively with Product, Engineering, Data Science, and regional Operations teams to prioritize features, conduct A/B testing, and ensure the successful rollout of Help Center enhancements.
Qualifications
Minimum Qualification(s)
- Bachelor's degree or above in Business, Operations, Information Systems, Communications, or a related field.
- 3-5 years of experience in Customer Experience (CX), Service Operations, Product Operations, or Digital Self-Service management, preferably within e-commerce or large-scale global tech platforms.
- Proven track record of independently owning and optimizing digital service channels (Help Center, Chatbots, FAQ portals) with measurable business impact (e.g., cost reduction, deflection rate improvements).
- Exceptional analytical skills with the ability to break down complex user journeys using data (Excel, SQL, or BI tools) and translate insights into product/operational requirements.
- Strong stakeholder management skills; capable of driving alignment and leading projects in a highly matrixed and fast-paced environment.
- Bilingual proficiency in Mandarin and English is required to collaborate effectively with global partner teams and technical hubs.
Preferred Qualification(s)
- Deep understanding of e-commerce post-purchase user journeys (Fulfillment, Returns/Refunds, Logistics).
- Hands-on experience implementing AI-driven customer service solutions, smart routing, or knowledge management systems.
- Experience designing and evaluating A/B tests to optimize user interfaces and content placement.
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.
