Shop - Global Automation Service Delivery Lead

Responsibilities

About the team

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 (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 Global Automation Service Delivery Lead to manage our service delivery on a day-to-day basis and drive continuous improvement together with inhouse teams and BPO suppliers.

Roles & Responsibilities

Work with BPO suppliers to ensure a high performing Tier 1 team to provide world-class services to customers, sellers and creators. Make sure all Tier 1 hiring needs are met and front-line service quality meets our targets.

Build and ensure a high performing Service-Resolution team that will deliver operational excellence by providing timely support to Tier 1 BPO operations team, thus to external customers, sellers and creators.

In terms of Seller Support, build teams to solve seller and customer disputes by following platform rules, answer seller inquiries and conduct seller education programs to help with seller success.

Define success metrics and manage team KPIs by coaching and providing guidance to ensure metrics and quality targets are achieved.

Go-to-market readiness : working with our Regional Solutions to ensure global-SOP are aligned with Country / Regional regulations, ensuring our BPO operations have a workable solution that resolves our Buyers, Sellers or Creator issues - first time.

BPO Quality : Identify through AI-Audit insights coaching opportunities, holding our BPO accountable to coach their people to elevate their quality to deliver exceptional resolution to our customers' issues.

Identify training needs for both BPO sites as well as all inhouse roles to make sure all positions can receive necessary knowledge and tools to perform their jobs.

Interpret reporting and analysis to drive service excellence initiatives, and use insights from data to drive product improvements on both customer facing processes and agent facing tools and systems.

As a people manager to ensure proper staffing and contingency plans are in place, and provide consistent performance through normal business, seasonality, and new product introduction peaks.

Work with senior leadership and internal peer groups on continuous improvement projects targeted at improving the customer / seller experience.

Qualifications

Minimum Qualifications

BA / BS degree or equivalent practical experience, advanced degree preferred.

2+ years in managing country or regional teams and 5+ years in management in customer service and seller success fields.

Experiences in building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems.

Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment.

Ability to function independently and within team environment with demonstrated tracking records in motivating and coaching staff to maximize their individual potentials.

Preferred Qualifications

Familiarity with AI and automation technologies, intelligent tagging systems, and customer service platforms is highly desirable.

Experience in eCommerce or marketplace platforms.

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.​

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.​

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.​

Diversity & Inclusion​

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.​