TikTok Shop - Service Experience Operations Manager

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.