TikTok Shop - Regional SEA Service Delivery Lead
Core
Leading regional service delivery operations for TikTok Shop in Southeast Asia, ensuring high-quality support for users, sellers, and creators while driving an AI-first transformation of operational models.
Role type
Senior Service Delivery Lead (Regional)
Builds
High-performing regional support operations and AI-enabled service workflows
Domain
eCommerce / Marketplace / Customer Support
Deliverable
production ML models
Required skills
Regional service operations leadership, AI-first transformation, BPO governance, team building and coaching, cross-functional partnership, data analytics, workforce planning, operational transformation
Preferred skills
eCommerce marketplace experience, AI-powered customer service implementation, workflow automation, Generative AI applications
Technologies
Chatbots, copilots, intelligent routing, knowledge automation, agentic workflows
Responsibilities
Lead service delivery operations across Southeast Asia; Build and lead a high-performing service delivery team; Orchestrate frontline resolution escalations; Champion an AI-first operating model; Partner with cross-functional stakeholders to pilot and scale AI-enabled solutions; Ensure operational readiness for new products and policy changes; Leverage reporting and analytics to drive continuous improvement; Manage and partner with BPO providers; Establish strong governance for AI deployment; Lead workforce planning and contingency management; Translate customer insights into actionable recommendations.
Seniority
Senior, hands-on IC with leadership responsibilities
