TikTok Shop - Regional Service Insights Program Manager

Responsibilities

• Lead end-to-end Service Insights strategy and execution across SEA&JP, translating Voice of Customer/Business/Creators signals into high-impact, actionable programs that drive measurable CPO reduction and experience improvement.


• Own and evolve the Service Insights operating mechanism, including problem framing, root cause diagnosis, prioritization, and post-launch impact measurement, to ensure insights consistently translate into business outcomes rather than reporting outputs.


• Independently lead regional, multi-country initiatives to address top customer friction points (e.g. Aftersales, Logistics), working across markets to design scalable solutions while balancing nuances.


• Drive structured root cause analysis (RCA) by breaking down end-to-end user journeys, forming hypotheses, and validating findings through large scale ticket analysis and BPO collaboration, ensuring focus on highest-impact drivers.


• Influence cross-functional stakeholders (Experience, Product, Logistics, Governance, Operations, etc.) to secure alignment, ownership, and prioritization of initiatives, despite no direct reporting lines.


• Translate insights into executable programs, including defining solution scope, ownership model, success metrics, and tracking mechanisms to ensure effective implementation and measurable impact.


• Build and present clear, data-driven narratives to leadership, simplifying complex analyses into actionable recommendations and influencing decision-making at regional level.

Minimum Qualification(s)

• Minimum 4+ years business experience in program management, customer insights and/or and experience field.


• Proven track record of leading complex, cross-functional programs independently, with demonstrated impact on business metrics (e.g. cost reduction, experience improvement, operational efficiency).


• Strong strategic thinking and problem structuring skills, with the ability to break down ambiguous problems into clear hypotheses, frameworks, and execution plans.


• Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.


• Demonstrated ability to influence stakeholders across functions and markets, navigate competing priorities, and drive alignment without direct authority.


• Strong execution capability, including translating insights into scalable solutions with clear ownership, milestones, and measurable outcomes.


• Excellent communication and storytelling skills, with experience presenting to leadership and driving decision-making through structured narratives.

Preferred Qualification(s)

• Experience in eCommerce, marketplace platforms or high-growth tech environments is a plus.


• Proven ability to operate in high-ambiguity, fast-paced environments, with strong ownership and bias for action.