TikTok Shop - Service Experience Operations Manager

Responsibilities

• End-to-End Ownership: Serve as the primary business owner for the Help Center. Architect the roadmap for product and content evolution, ensuring alignment with broader service experience and business goals.
• Metrics & Diagnostic Analysis: Define and own both core and process metrics for the Help Center (e.g., Self-Service Resolution Rate, Ticket Deflection Rate, Page Bounce Rate, DSAT). Continuously diagnose and deconstruct modules, user flows, and friction points to uncover actionable optimization opportunities.
• Content & Interaction Optimization: Revamp the Help Center's content architecture, taxonomy, and interaction formats (UI/UX). Transform static text into dynamic, engaging, and easy-to-digest formats (e.g., visual guides, interactive decision trees) to ensure a seamless user journey.
• Smart Self-Service Innovation: Drive the exploration and implementation of AI-driven and intelligent solutions (e.g., dynamic personalized FAQs, intelligent routing, LLM-powered assistants, order-status predictive interventions) to help users solve problems efficiently and reduce reliance on human agents, ultimately driving down platform service costs.
• Cross-Functional Leadership: Collaborate extensively with Product, Engineering, Data Science, and regional Operations teams to prioritize features, conduct A/B testing, and ensure the successful rollout of Help Center enhancements.

Requirements

• Minimum Qualification(s)
• Bachelor's degree or above in Business, Operations, Information Systems, Communications, or a related field.
• 3-5 years of experience in Customer Experience (CX), Service Operations, Product Operations, or Digital Self-Service management, preferably within e-commerce or large-scale global tech platforms.
• Proven track record of independently owning and optimizing digital service channels (Help Center, Chatbots, FAQ portals) with measurable business impact (e.g., cost reduction, deflection rate improvements).
• Exceptional analytical skills with the ability to break down complex user journeys using data (Excel, SQL, or BI tools) and translate insights into product/operational requirements.
• Strong stakeholder management skills; capable of driving alignment and leading projects in a highly matrixed and fast-paced environment.
• Bilingual proficiency in Mandarin and English is required to collaborate effectively with global partner teams and technical hubs.
• Preferred Qualification(s)
• Deep understanding of e-commerce post-purchase user journeys (Fulfillment, Returns/Refunds, Logistics).
• Hands-on experience implementing AI-driven customer service solutions, smart routing, or knowledge management systems.
• Experience designing and evaluating A/B tests to optimize user interfaces and content placement.

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Company Intel

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