Service Delivery PM – Governance and Experience

Job Description

TikTok Shop – Service Delivery Program Manager | TikTok

The Tone:
This is a full-time role at TikTok, supporting a global team within the Southeast Asia region. TikTok’s E-commerce Governance and Experience (GNE) group focuses on ensuring customer satisfaction, promoting a sustainable sales environment, and perfecting the purchase journey. The Service Operations team within GNE is dedicated to delivering trustworthy and excellent service experiences for every TikTok Shop user. This role is crucial for an assigned country market, driving continuous improvement in service quality, knowledge accuracy, and agent proficiency by leveraging automation, AI-driven insights, and scalable processes.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person Jakarta, Jakarta, Jakarta Selatan

• Team: Service Operations team, part of the SEA GNE organization, reporting to the Service Delivery Lead.
• Mission: Drive end-to-end service delivery excellence by identifying gaps through data, designing and executing interventions, measuring outcomes, and iterating.
• Tech Stack: Excel/Sheets, dashboards, data visualization tools, AI-enabled solutions (chatbot, intelligent routing, automated QA, knowledge automation), AI-powered tools.

What You’ll Actually Do
• Operational Oversight: Serve as the primary country domain owner for operational issue management, efficiently coordinating fast resolution for our users across internal cross-functional teams and external BPO partners.
• Strategy & Improvement: Define and execute the country-level service delivery strategy, encompassing quality assurance, knowledge management, training initiatives, and broader operational improvements.
• Performance Ownership: Own the country-level operational quality scorecards, meticulously track performance against defined targets, and proactively escalate any identified risks with clear, recommended actions.
• AI & Automation: Identify and help scale AI-enabled solutions, such as chatbots, intelligent routing, automated QA, and knowledge automation, by working closely with the regional service solutions team.
• Process Redesign: Lead comprehensive root cause analysis on quality failures, repeat contacts, escalation patterns, and contact drivers to improve service outcomes, while analyzing user feedback and operational data to redesign inefficient workflows and drive automation-first process improvements.

The Must-Haves
• Background: Bachelor’s degree or higher with a minimum of 3 years of experience in Operations, Quality Assurance, Knowledge Management, or Customer Service.
• Experience: At least 3 years of experience, ideally spanning more than one of the listed disciplines. Demonstrated proficiency in using data and analytics to drive operational improvements, including expertise in Excel/Sheets, dashboards, and data visualization for analyzing customer service KPIs and processes. Proven experience working with BPO partners, covering aspects like performance management, coaching, and training.
• Skills: Strong analytical and problem-solving capabilities with a track record of identifying root causes and implementing scalable solutions. Self-motivated and comfortable working independently in a diverse, global team environment with a bias for action and continuous improvement.
• Bonus: Experience with AI/automation tools within a customer service context, such as chatbots, automated QA scoring, AI-assisted knowledge management, or intelligent workflow tools. Experience specifically in e-commerce, marketplace platforms, or high-volume consumer service environments. Understanding of regional industry standards, business operations, and regulatory requirements in Southeast Asia. Project management experience with the ability to manage multiple concurrent initiatives and deliver on tight timelines.