TikTok Shop - Service Insights Program Manager

The TikTok E-commerce Governance and Experience team is responsible for ensuring our marketplace is safe and trustworthy for users, sellers, and creators globally. Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SSC is looking for a Service Insights (SI) Program Manager. The SI team will be responsible for identifying gaps and opportunities by leveraging VOC, VOB analysis capability, and pushing for problem solving by excellent cross function collaboration, product revamping or strategy enhancement. Responsibilities
- Support the execution of Voice of the Customer/Business/Creators program and align service insights with in-depth user analyses in order to better understand and predict user behaviour.
- Develop effective intelligence and business insight based on analysis and assessment of customer inputs and satisfaction scores. Present feedback results t...