TikTok Shop - Service Delivery Program Manager
Core
End-to-end service delivery excellence for TikTok Shop in a specific country market, leveraging automation and AI to improve service quality and agent proficiency.
Role type
Service Delivery Program Manager (Country Domain Owner)
Builds
Scalable service operations, QA frameworks, and AI-enabled service solutions for TikTok Shop users.
Domain
E-commerce / Customer Service Operations / AI Automation
Required skills
Operational issue management, service delivery strategy, quality scorecard ownership, AI solution scaling, root cause analysis, BPO performance management, data analytics, workflow redesign
Preferred skills
AI/automation tools in customer service, e-commerce marketplace experience, Southeast Asia regional standards, project management
Technologies
Excel/Sheets, dashboards, data visualization tools, chatbots, automated QA, intelligent routing, knowledge automation
Responsibilities
Coordinate fast resolution for users across internal teams and BPO partners; Define and execute country-level service delivery strategy; Own operational quality scorecards and track performance; Identify and scale AI-enabled solutions; Validate AI insights and ensure quality standards; Lead root cause analysis on quality failures; Design scalable QA processes and coaching mechanisms; Partner with Product, Policy, and BPO teams to close knowledge gaps; Analyze user feedback to redesign workflows; Drive BPO performance using audit results and metrics.
