TikTok Shop - Customer Service Strategy Program Manager

About the team
The Customer Service Strategy & Operations team is responsible for defining and improving how customers interact with chatbots, AI agents, and agent-assisted support channels. Our mission is to deliver strategies that ensure consistent, efficient, and high-quality experiences across all markets. Strategy Program Managers work closely with cross-functional teams to represent customer needs in service design and delivery, while driving alignment across global operations.

Responsibilities
- Design and document strategies for chatbot, AI, and agent-assisted support channels.
- Coordinate with product, knowledge management, experience, and service teams to implement improvements.
- Drive consistency and alignment in customer service processes across global markets.
- Analyze operational data and customer feedback to refine and improve strategies.
- Manage strategic initiatives that balance customer satisfaction, operational efficiency, and cost.