TikTok Shop - Category Operations Associate (German speaking)

Responsibilities

About the team
Governance and Experience 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 Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. Within SSC, our newly established Seller Partner Growth (SPG) team is a key focus area for the future growth of our selling partners. We are looking for a Service Category Manager responsible for the health and performance of selling partners for a defined set of categories through effective leveraging of outsourced and in-house resources. You will partner closely with the Account Management team to ensure sellers in your responsible category have frictionless experience and their growth is inline with Account-Management OKR goals.

ROLES AND RESPONSIBILITIES
Selling Partner Growth:
- Ensure our selling partners have a seamless experience getting onto and using the platform, ramping up quickly, and continuously growing on the platform.
- Monitor the operational health and performance of selling partners under your responsible category and direct outsourced resources to proactively address risks which may block seller growth.
- Collaborate with Account Managers, design targeted and tailored outreach (coaching and education) to improve seller performance and unblock revenue potential.
- Ensure effective outsourced agent communication and engagement with selling partners, including early warning communication with risky partners,
- Promote guidance on platform rules and regulations, hold improvement sessions with sellers on their fulfillment and support performance.

Outsourced Operational Performance:
- Address Outsourced-agent quality or compliance issues raised by Account Managers, ensuring front-line Outsource teams deliver best in class quality experience and resolution - meeting the Partners' expectations.
- Align effective training and quality frameworks to ensure outsourced teams understand the process and product in order to provide clear support to selling partners

Processes & Improvement:
- Identify new process opportunities that can help selling partners reduce violations, increase educational content visibility and campaign qualifications.
- Identify process gaps that prevent Outsource from self-solving partner issues avoiding transfer escalations, and refine with XFN collaboration to enable Outsource to self-solve future case types.
- Work with escalation from selling partners or Account Managers. Resolve issues within target service level. Identify root cause, and implement changes to address root-cause to prevent future escalations of this case type.

Qualifications

Minimum Qualifications
- Bachelor's degree or equivalent practical experience required.
- Experience in a Sales, Account Management, or Customer Success role.
- Experience working with third-party agency or Partners
- Fluent in English and German to be able to work with German speaking Merchants and stakeholders

Preferred Qualifications:
- Commercial thinking. Ownership mindset.
- Project management experience.