TikTok Shop - Core Seller Growth Program Manager

Responsibilities

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.

Within GNE, the Service Support Centre (SSC) provides customer service for Buyers, Sellers, and Creators across the globe. This role owns the end-to-end strategy and execution for acquiring, activating, and early-monetizing high-potential SMB sellers. The role defines seller segmentation, conversion funnels, success metrics, and decision gates, adapting global best practices to local markets.

Role & Responsibilities:
- Own the end-to-end strategy and program design for High-potential SMB seller acquisition and early incubation, benchmarking best practices from other markets and adapting to LATAM markets.
- Design seller segmentation, conversion funnels, and phased targets across Acquisition → Activation → Early Monetization, with clear success metrics and decision gates.
- Translate strategy into executable operating models, including SOPs, workflows, and LMS-enabled enablement solutions for BPO delivery.
- Define and manage objectives by project phases, success criteria, go/no-go gates, and escalation rules, ensuring disciplined execution and controlled scope expansion.
- Act as the central strategy and program owner, aligning responsibilities and handoff rules across Ops, Category/Industry teams, Product, Data, and BPO partners.
- Drive pilot cadence, data-backed decision-making, and continuous optimization, owning key trade-offs between speed, quality, cost, and ROI.

Qualifications

Minimum Qualifications:
- +3 years of experience in strategy, operations, marketplace growth, seller/merchant management, or program management, preferably in e-commerce, marketplaces, or platform businesses.
- Proven experience in designing and operating scalable programs, including pilot launches, phased rollouts, and ROI-driven expansion.
- Proven ability to translate strategy into execution, including SOP design, tooling requirements, and enablement for frontline or outsourced teams.
- Excellent cross-functional leadership and stakeholder management skills; able to work effectively with Operations, Product, Data, Legal, Finance, and external partners.
- Highly data-driven and structured thinker, comfortable defining metrics, funnels, and decision frameworks under ambiguity.
- High Oral/Written proficiency in Mandarin is required to communicate with internal stakeholders and leadership based in Mainland China.

Preferred Qualifications:
- Experience working with BPO / outsourced execution models is a strong plus.