TikTok Shop – Service Delivery Lead

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.

Minimum Qualifications

• BA/BS degree or equivalent practical experience.
• Experience 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

• Experience in eCommerce or marketplace platform is a plus.
• An advanced degree is preferred.

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