Job Description

Team Introduction

Global E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on rules and systems to ensure quality. Service and Support Center (SSC) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators.

We are looking for a Service Strategy Program Manager for customer service to manage the service operation to improve the customer experience, and drive continuous improvement together with cross functional teams.

Responsibilities

- Design detailed service strategies for customer support, defining interaction policies, processes, and solution capabilities.

- Develop and maintain a standardized service framework (Master Service Doc) specifically tailored for customer service, allowing easy adoption and continuous refinement by PE and cross-functional teams.

- Implement Level 3 tagging systems and design corresponding actions to resolve customer inquiries effectively and efficiently.

- Define and expand the action library, creating new solutions and capabilities to enhance customer support.

- Work collaboratively with Logistics, Product and Algorithm teams to ensure solutions align with external and internal requirements.