TikTok Shop - Service Delivery Program Manager
Core
Country-level Service Delivery Program Manager driving operational excellence, quality assurance, and AI-enabled process improvements for TikTok Shop in Southeast Asia.
Role type
Senior IC Service Delivery Program Manager
Builds
Trustworthy service experiences and scalable operational processes for TikTok Shop users (via careerplan.io/jobs/7694325598496655621-tiktok-shop-service-delivery-program-manager-at-tiktok)
Domain
E-commerce / Customer Service / AI Operations
Deliverable
production ML models
Required skills
Operational issue management, Service delivery strategy, Quality scorecard ownership, AI solution scaling, Root cause analysis, BPO performance management
Preferred skills
AI/automation tools experience, E-commerce marketplace experience, Regional regulatory knowledge, Project management
Technologies
Excel/Sheets, Dashboards, Data visualization tools, Chatbots, Automated QA, Intelligent routing, Knowledge automation
Responsibilities
Coordinate fast resolution for user operational issues across cross-functional 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 prioritize interventions; Lead root cause analysis on quality failures; Design scalable QA processes and coaching mechanisms; Partner with stakeholders to close knowledge gaps; Analyze user feedback to redesign workflows; Drive BPO performance using audit results and metrics.