E-commerce’s Governance and Experience (GNE) organization is dedicated to building a safe, sustainable, and high-trust marketplace where every customer enjoys a seamless purchase experience. Within GNE, the Experience Team focuses on delivering reliable, intuitive, and outstanding end-to-end journeys for all TikTok Shop users.
We are seeking an experienced and highly analytical Service Experience Operations Manager to take full ownership of our Global Help Center. In this role, you will be the end-to-end owner of the self-service ecosystem. Your primary mission is to empower users to resolve issues independently through intelligent, intuitive, and highly optimized self-service solutions, thereby driving down contact rates, reducing platform costs (CPO), and elevating overall customer satisfaction (CSAT) and resolution efficiency. - End-to-End Ownership: Serve as the primary business owner for the Help Center. Architect the roadmap for product and content evolution, ensuring alignmen...