3,051 jobs for "Experience Owner"

TikTok Shop - Service Delivery Program Manager

At TikTok - Jakarta Selatan

Posted on Oct 4

View job Apply on company site

AI Product Manager - APO BPR

At Apple

Posted on Oct 3

View job Apply on company site

Manager, Personal Financial Services - Ville St. Laurent, West Island (Full-time, 37.5h/week)

At TD Bank - Saint-Laurent

Posted on Oct 2

View job Apply on company site

AI Product Manager - APO BPR

At Apple

Posted on Oct 2

View job Apply on company site

Global Experiential Marketing Manager, GIMC GBM - GBS

At TikTok - New York

Posted on Oct 2

View job Apply on company site

Senior DevOps Engineer

At Mastercard

Posted on Oct 2

View job Apply on company site

Director, Full-stack Engineer - Dealer CRM

At Capital One - Plano

Posted on Sep 30

View job Apply on company site

Personal Banker Trainee

At TD Bank - Acton

Posted on Sep 26

View job Apply on company site

Senior Personal Banker Trainee - Investing | Dorval

At TD Bank - Montréal

Posted on Sep 25

View job Apply on company site

Associate, Execution Trading, BlackRock Global Markets (BGM)

At BlackRock

Posted on Sep 25

View job Apply on company site

TikTok Shop - Creator Product Operation Manager

At TikTok - Los Angeles

Posted on Sep 24

View job Apply on company site

TikTok Shop - Service Delivery Program Manager

At TikTok - Bangkok

Posted on Sep 23

View job Apply on company site

Senior Personal Banker - Home Borrowing - Marcel Laurin (Full-time, 37.5h/week)

At TD Bank - Saint-Laurent

Posted on Sep 20

View job Apply on company site

Senior Personal Banker - Home Borrowing (QC) - Longueuil

At TD Bank - Longueuil

Posted on Sep 18

View job Apply on company site

Personal Banker Trainee - Marcel Laurin (Full-time, 37.5h/week)

At TD Bank - Saint-Laurent

Posted on Sep 16

View job Apply on company site

Lead Information Security Analyst, ITC

At Nike

Posted on Sep 16

View job Apply on company site

Principal Product Engineer - High-Speed IP SerDes

At Cadence Design Systems - Seoul

Posted on Sep 16

View job Apply on company site

TikTok Shop - Beauty Key Account Manager

At TikTok - Milan

Posted on Sep 15

View job Apply on company site

TikTok Shop - GTL Logistics - Fleet Manager - Indonesia

At TikTok - Jakarta Utara

Posted on Sep 15

View job Apply on company site

Principal Product Engineer - High-Speed IP UCIE

At Cadence Design Systems - Seoul

Posted on Sep 14

View job Apply on company site

TikTok

TikTok Shop - Service Delivery Program Manager

Jakarta Selatan, IndonesiaOperationsPosted Oct 4, 2026

Apply on company site View full job

Why you should apply for a job to TikTok:

4.5/5 in overall job satisfaction
4.5/5 in supportive management
100% say women are treated fairly and equally to men
100% would recommend this company to other women
100% say the CEO supports gender diversity

Ratings are based on anonymous reviews by Fairygodboss members. See all reviews ›

Responsibilities

The Global E-Commerce Governance and Experience (GNE) team helps build a safe and trusted environment for businesses, creators, and communities. We develop policies that support responsible participation, detect and prevent fraud and abuse, and design the support experiences that resolve issues and strengthen trust.

We sit at the center of this e-commerce ecosystem, working closely with business, product, engineering, and legal teams, and applying AI to deliver trust and support at scale. Getting this right means protecting users while giving businesses and creators a platform they can grow on.

You will work on complex problems where user experience, safety, and support quality come together, helping shape safe and trusted interactions across the global e-commerce ecosystem.

E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. The Service Operations team, part of the SEA GNE organization, delivers trustworthy and excellent service experiences for every user of TikTok Shop.

Reporting to the Service Delivery Lead, the Service Delivery PM is the human in the loop; leveraging automation, AI-driven insights, and scalable processes to drive continuous improvement in service quality, knowledge accuracy, and agent proficiency for their assigned country market. This role has end-to-end service delivery excellence: from identifying gaps through data and automation, to designing and executing interventions, to measuring outcomes and iterating.

Responsibilities
- Serve as the primary country domain owner for operational issue management, coordinating fast resolution for our users, across internal cross-functional teams and BPO partners.
- Define and execute country-level service delivery strategy across quality assurance, knowledge management, training, and operational improvement.
- Own country-level operational quality scorecards, track performance against targets, and proactively escalate risks with recommended actions.
- Identify and help scale AI-enabled solutions working with regional service solutions team, such as chatbot, intelligent routing, automated QA, and knowledge automation.
- Use AI-powered tools, automation, dashboards, and quality monitoring data to identify service gaps, risks, fatal errors, and coaching opportunities.
- Act as the human-in-the-loop to validate AI insights, prioritize interventions, and ensure automation outputs meet quality, accuracy, and safety standards.
- Lead root cause analysis on quality failures, repeat contacts, escalation patterns, and contact drivers to improve service outcomes.
- Design and implement scalable QA processes, audit frameworks, coaching mechanisms, and performance monitoring systems.
- Partner with Regional Solutions, Product, Policy, BPO teams, and other stakeholders to close knowledge gaps and improve first-contact resolution.
- Analyze user feedback and operational data to redesign inefficient workflows and drive automation-first process improvements.
- Drive BPO performance, working closely with Partner Operations Manager using audit results, knowledge assessments, and performance metrics.

Qualifications

Minimum Qualifications
- Bachelor's degree or above with 3+ years of experience in Operations, Quality Assurance, Knowledge Management, or Customer Service, ideally spanning more than one of these disciplines.
- Demonstrated experience using data and analytics to drive operational improvements (e.g., proficiency in Excel/Sheets, dashboards, and data visualization tools to analyze customer service KPIs and processes).
- Strong analytical and problem-solving skills with a track record of identifying root causes and implementing scalable solutions.
- Experience working with BPO partners, including performance management, coaching, and training.
- Self-motivated and comfortable working independently in a fast-paced, diverse, global team environment with a bias for action and continuous improvement.

Preferred Qualifications
- Experience with AI/automation tools in a customer service context (e.g., chatbots, automated QA scoring, AI-assisted knowledge management, or intelligent workflow tools).
- Experience in e-commerce, marketplace platforms, or high-volume consumer service environments.
- Understanding of regional industry standards, business operations, and regulatory requirements in Southeast Asia.
- Project management experience with the ability to manage multiple concurrent initiatives and deliver on tight timelines.

Responsibilities

Qualifications

Qualifications

Minimum Qualifications
- Bachelor's degree or above with 3+ years of experience in Operations, Quality Assurance, Knowledge Management, or Customer Service, ideally spanning more than one of these disciplines.
- Demonstrated experience using data and analytics to drive operational improvements (e.g., proficiency in Excel/Sheets, dashboards, and data visualization tools to analyze customer service KPIs and processes).
- Strong analytical and problem-solving skills with a track record of identifying root causes and implementing scalable solutions.
- Experience working with BPO partners, including performance management, coaching, and training.
- Self-motivated and comfortable working independently in a fast-paced, diverse, global team environment with a bias for action and continuous improvement.

Preferred Qualifications
- Experience with AI/automation tools in a customer service context (e.g., chatbots, automated QA scoring, AI-assisted knowledge management, or intelligent workflow tools).
- Experience in e-commerce, marketplace platforms, or high-volume consumer service environments.
- Understanding of regional industry standards, business operations, and regulatory requirements in Southeast Asia.
- Project management experience with the ability to manage multiple concurrent initiatives and deliver on tight timelines.

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

Size: 10,000+ employees
Industry: Technology: Consumer Internet

View company profile