TikTok Shop - Service Strategy and Planning Lead - Seattle

Global E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Support Center (SSC) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators.We are looking for a Service Strategy and Planning Lead to manage the Automation team operation to fulfill the business' needs, and drive continuous improvement together with cross functional teams.Roles & Responsibilities

• Manage and lead a team of Service Strategy Architects focused on automation and chatbot services across Customer, Seller, and Creator support domains.
• Define and establish a comprehensive chatbot service framework (Master Service Doc) that serves as a standardized template for future strategy development, making it easy for the Product Experience (PE) team to adopt and improve collaboratively with cross-functional (XFN) teams.
• Develop clear and actionable strategies for chatbot enhancements, ensuring alignment with service policies, operational conditions, and AI-driven capabilities.
• Oversee the implementation of Level 3 intelligent tagging systems, ensuring solutions and automated actions are effectively designed based on tag insights.
• Collaborate closely with cross-functional teams (Operations, Logistics, Governance, Algorithm, Product) to integrate external policies, new project requirements, and advanced chatbot functionalities.