Service Delivery Lead — TikTok Shop
On-site · London, England, United Kingdom
Job Summary
Led service delivery for the UK and European market day-to-day, managing BPO vendor relationships and driving continuous operational improvement across Tier 1 support and seller resolution functions. Responsible for Tier 1 hiring alignment, building a high-performing Service Resolution team, resolving seller and customer disputes, defining success metrics and KPIs, ensuring go-to-market readiness with regional SOPs, leveraging AI-audit insights to drive quality improvements, identifying training needs across BPO sites and in-house roles, interpreting reporting to drive service excellence, maintaining staffing and contingency plans for peaks and new product launches, and collaborating with senior leadership on cross-functional improvement projects.
Required Qualifications
- BA/BS degree or equivalent practical experience
- Experience managing country or regional teams; 5+ years in customer service or seller success management
- Proven ability to build and influence relationships with senior stakeholders, using data to generate insights and solve complex problems
- Strong leadership skills; self-motivated; comfortable operating in ambiguous, matrix environments
- Demonstrated track record in motivating and coaching teams to reach their potential
- Experience in e-commerce or marketplace platforms (preferred)
- Advanced degree (preferred)
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