TikTok Shop - EMEA Oncall Service Delivery Lead

Responsibilities

About the team
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. Service and Support Center (SSC) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SSC is looking for a regional/country service delivery leader to manage our service delivery on a day-to-day basis and drive continuous improvement together with inhouse teams and BPO suppliers.

Roles & Responsibilities
- Lead a regional service delivery team across 7 day operation.
- Plan on the regional Oncall service delivery strategy and drive operational improvements.
- Design the KPI goals for daily operations and lead the regional team to achieve the goals with clear steps.
- Boost the internal clients' satisfaction by providing high quality services and quick feedback.
- Design new service channels and entrances to facilitate the submitter's needs.
- Optimize the existing workflow and drive up productivity and team utilization.
- Work together with the Product Team to drive automation and case routing logic.
- Identify training and quality gaps to coach the team to meet high quality standards.
- Analyze, summarize and report the top issues so that we can avoid repeated escalations from global teams.
- Implement best practices inside the team by benchmarking the market and industry approaches.
- Lead the team to draft and enrich processes and policies to cover all support scenarios.
- Work with leadership and internal peer functions to drive continuous improvement projects.

Qualifications

Minimum Qualifications
- Experience in managing country/regional teams.
- Experience in management in Oncall service, customer service and seller success fields.
- Experience in program management and ability to manage large, complex programs and drive change.
- Experiences in building, managing and influencing relationships with stakeholders, using data to generate insights and solving complex problems.

Preferred Qualifications