TikTok Shop - Service Experience Strategy Program Manager - Seattle

The Global E-commerce Governance and Experience (GNE) team is committed to building a safe, trusted, and high-quality marketplace for users, sellers, and creators around the world. We design policies, systems, and operations to ensure exceptional service quality and customer satisfaction.

Within GNE, the Service Experience Strategy team is focused on transforming service from a support function into a true competitive advantage. Our mission is to build a best-in-class, self-service-first ecosystem where customers feel heard, problems are resolved with speed and clarity, and the experience strengthens long-term loyalty.

We are looking for a highly strategic, data-driven Program Manager to lead critical initiatives that shape the service journey for our most loyal and valuable customers. This is a high-impact role that combines strategic planning, operational excellence, and cross-functional leadership to elevate our customer experience at scale.

Key Responsibilities

- Design and drive service strategies for customer inquiries, ensuring fast, efficient, and first-contact resolution through Help Center, chatbot, and automated workflows.

- Benchmark industry best practices and innovate service models that improve customer satisfaction with minimal customer effort.

- Define policies, interaction flows, and automation rules that deliver a seamless, proactive, and low-friction experience for high-value users.

- Partner cross-functionally with Operations, Logistics, Governance, Algorithm, and Product teams to integrate solutions with seller needs and external compliance requirements.

- Independently lead high-visibility programs, providing regular leadership updates and participating in quarterly strategic planning cycles.