TikTok Shop - Self-Service and Automation Program Manager

Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

Description
E-commerce's Governance and Experience (GNE) is a global team responsible for maintaining a safe and trustworthy marketplace for users, sellers, and creators. Our goal is to ensure user satisfaction by implementing policies, rules, and systems that guarantee high-quality standards. The Service and Moderation Team (SMT), part of the GNE organization, is dedicated to delivering world-class service and experiences to customers, sellers, and creators globally.

We are looking for a Self-Service and Automation Program Manager to analyze customer behaviour and design self-service and automation strategies tailored to unique challenges and opportunities. The role will focus on optimizing processes to improve the customer experience while ensuring operational excellence.

Responsibilities

• Analyze customer behaviour and data performance, establishing an automation strategy that aligns with region-specific market trends and challenges.
• Conduct competitor analysis to identify capability gaps that need to be addressed across the full customer journey.
• Collaborate with algorithm and product teams to enhance automation modeling and self-help feature capabilities, tailored to the diverse markets within the region.
• Develop and maintain self-help solutions, offering localized content that empowers customers.
• Directly manage chatbot operations and help center article creation, including copywriting and configuration to reflect regional nuances.
• Set effective resolutions based on scenarios in the customer journey.
• Oversee 'End to End' automation and self-service performance, ensuring continuous improvement of the customer experience.

Qualifications

Minimum Qualifications:

• Bachelor's degree or above.
• 3+ years of self-service, chatbot or automation-related working experience.
• Expertise in project design, data analysis, communication skills, driving for results, and managing changes.
• Proficiency in problem-solving, issue-resolution, working in a deadline-driven environment, attention to detail, and multitasking.

Preferred Qualifications:

• Additional certifications or advanced degrees related to automation or relevant fields.
• Highly organized and detail-oriented with a proactive work-style.
• Flexibility in cross-time zone and regional cooperation.
• Experience in eCommerce marketplaces is a plus.

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.

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