Regional Service Solution Lead - TikTok Shop

Responsibilities

About the team
Governance and Experience (GNE) is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.
As part of GNE organization is our Service and Support Center (SSC) delivers Customer Service to our Buyers, Partners and internal users. As part of SSC is our Selling Partner Support (SPS) team who are responsible for supporting our Partners and internal users. We are looking for a Regional Service Solution Lead, who will be responsible for managing Service Go-To-Market (GTM) readiness through regional standard-operating-procedure (SOP), sales-campaign readiness and training for a service support launch.

Roles & Responsibilities
- Establish regional solution framework, localize existing Global Standard Operating Procedure (SOP) framework and optimize SOP by collaborating with Regional GTM PM to ensure successful resolution satisfaction goal achievement.
- Lead a GTM team to optimize the localization of the globally created SOP while retaining the global standards to avoid regional deviations that weaken the effectiveness of the original SOP.
- Collaborate closely with Governance and Experience, product, program, and operation teams to define requirements and prioritize for merchant integration systems and tools.
- Lead cross-functional projects and initiatives to address user (including buyer, merchant and creator) experience.
- Monitor key performance for Buyer, Seller & Creator metrics and analyze data to identify trends, insights, and areas for improvement in all integration processes.
- Talent Management: Attract high performing talent for new positions, develop learning & development coaching plans to elevate our talent for tomorrow.
- Team Management: Lead a team of program managers, conduct regular 1on1s, team meetings and support employees to own their career development.
- Team Performance Coaching: Encourage regular feedback to identify employee learning and development opportunities, elevating performance.

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience, advanced degree preferred.
- 5+ years of managing global Service Solutions with experience in eCommerce marketplace platform.
- 3+ years experience of managing outsourced BPO vendors for both Near-Shore and Manila Off-Shore.
- Experience in Go-To-Market BPO readiness with proven ability to optimise US Central SOPs for UK&EU regional markets.
- Ability to successfully function across groups and drive influence throughout all levels of the organization.

Preferred Qualifications
- Strong understanding of regional industry standards, business operations and regulatory requirements.