TikTok Shop- Service Insights Associate

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. 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
- Drive a comprehensive "Voice of the Customer/Business/Creators" strategy and define methods to align service insights with in-depth user analyses in order to better understand and predict user behavior.
- Develop effective intelligence and business insight strategy based on analysis and assessment of customer inputs and satisfaction scores. Present feedback results to leadership teams to reinforce overall drivers of our customer's experience and provide actionable recommendations for improvements.
- Create communication and assist in defining the integration processes for service insights into cross-functional action plans; and establish on-going tracking and reporting.
- Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
- Provides innovative and comprehensive solutions to improve customer satisfaction and simplify customer problems with carefully crafted solutions by country/region at global level.
- Lead the development of strategy and vision for multiple areas and influence key stakeholders both internally and externally.
- Present and report key business outcomes with measurable data and voices from customers to the senior management team to align on executive plans.
- Work closely various internal and external teams, e.g. Experience, Governance, Service Delivery, Operational Excellence, Product, teams to ensure project delivery and successful collaboration.