Job Description
E-commerce’s Governance and Experience (GNE) organization is dedicated to building a safe, sustainable, and high-trust marketplace where every customer enjoys a seamless purchase experience. Within GNE, the Experience Team focuses on delivering reliable, intuitive, and outstanding end-to-end journeys for all TikTok Shop users.
We are seeking an experienced and highly analytical Service Experience Operations Manager to take full ownership of our Global Help Center. In this role, you will be the end-to-end owner of the self-service ecosystem. Your primary mission is to empower users to resolve issues independently through intelligent, intuitive, and highly optimized self-service solutions, thereby driving down contact rates, reducing platform costs (CPO), and elevating overall customer satisfaction (CSAT) and resolution efficiency.
- 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.
