Shop - Voice of Customer​/Service Insights Program Manager

Overview

At Tik Tok Shop, we are dedicated to creating a seamless and exceptional e-commerce experience for our Buyers, Sellers, and Creators. Our US Service Insights team, part of the US Service Operation, plays a critical role in amplifying our customers' voices internally. Our mission is to reduce friction points and enhance the overall customer journey through timely, effective, and actionable insights, ultimately driving customer satisfaction, retention, and advocacy.

We are seeking a dynamic and experienced professional to join our Service Insights team. This position is perfect for candidates with a passion for customer experience and a drive to innovate beyond traditional methods of gathering and interpreting insights. You will play a vital role in transforming customer feedback into actionable strategies that drive service improvements and create a more seamless commerce experience.

This position offers hands-on experience and exposure to the world of customer service analytics and improvement. We are looking for talented individuals to join our team in 2026. You will get opportunities to pursue bold ideas, tackle complex challenges, and unlock limitless growth.

• Gather and analyze customer feedback from various channels, to identify patterns and trends to find areas of customer friction and opportunities for improvement.
• Explore and experiment with new methods and tools for gathering Buyer, Seller and Creator voices to deliver insights.
• Creation of reports and present findings in a way that considers cultural and market-specific nuances, ensuring relevance and clarity for stakeholders across different countries.
• Support the team in conducting research on industry best practices and benchmarks.
• Collaborate with cross-functional teams to ensure that insights are translated into actionable improvement initiatives.
• Monitor the effectiveness of implemented solutions and provide feedback for further optimizations.
• Continuously ask “why” and explore new ways to approach and solve problems, driving a culture of innovation.

Minimum Qualifications

• Degree in Management, Business, Marketing, or a related field.
• Relevant working experience in customer experience, project management or market research is advantageous.
• Strong analytical skills with the ability to interpret and work with data effectively.
• Excellent written and verbal communication skills.
• Attention to detail and a proactive approach to problem-solving.
• Passion for customer service and a desire to learn about enhancing customer experiences.

Preferred Qualifications

• Experience in E-commerce platform and customer servicing or compliance research fields.
• Understanding of global E-Commerce trends is a strong plus.

Tik Tok is the leading destination for short-form mobile video. At Tik Tok, our mission is to inspire creativity and bring joy. Tik Tok'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.

Inspiring creativity is at the core of Tik Tok'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.

Tik Tok 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 Tik Tok, our mission is to inspire creativity and bring…