TikTok Shop - Service Experience Operations Manager

Responsibilities

• End-to-End Ownership: Serve as the primary business owner for the Help Center. Architect the roadmap for product and content evolution, ensuring alignment with broader service experience and business goals.
• Metrics & Diagnostic Analysis: Define and own both core and process metrics for the Help Center (e.g., Self‑Service Resolution Rate, Ticket Deflection Rate, Page Bounce Rate, DSAT). Continuously diagnose and deconstruct modules, user flows, and friction points to uncover actionable optimization opportunities.
• Content & Interaction Optimization: Revamp the Help Center's content architecture, taxonomy, and interaction formats (UI/UX). Transform static text into dynamic, engaging, and easy‑to‑digest formats (e.g., visual guides, interactive decision trees) to ensure a seamless user journey.
• Smart Self‑Service Innovation: Drive the exploration and implementation of AI‑driven and intelligent solutions (e.g., dynamic per...