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 and creators. 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 the Knowledge Management and Quality Excellence Program Manager - Mexico, you will lead strategic initiatives to elevate service quality, drive operational consistency, and strengthen knowledge systems across TikTok Shop's ecosystem. Focused on the seller, creator, and buyer experiences, you will proactively address key pain points-such as DSAT (Dissatisfaction), 24-hour resolution rate, and RSAT (Resolution Satisfaction) - by embedding scalable SOPs, conducting root cause analyses, and driving cross-functional alignment. You will be responsible for building and maintaining robust quality frameworks, leading knowledge calibration efforts, and enabling frontline excellence through effective documentation, training, and feedback loops. Success in this role will require sharp analytical thinking, strong program management, and collaborative stakeholder engagement across regional and global teams.
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Key Responsibilities:
- Lead SOP and Knowledge Management: Own the creation, maintenance, and continuous improvement of SOPs, translating complex policies into actionable, user-friendly procedures that reflect best practices and compliance standards.
- Drive Quality and Operational Excellence: Conduct audits, perform root cause analyses, and implement data-driven improvements to ensure accuracy, consistency, and effectiveness in service operations.
- Enhance Training and Knowledge Transfer: Develop and deliver targeted training programs, calibrate internal and BPO trainers/SMEs, and evaluate training effectiveness to maintain high service quality and product knowledge.
- Enable Scalable, Cross-Regional Processes: Collaborate with cross-functional teams to align SOPs and quality frameworks, coordinate efforts across regions, and support consistent global application of operational standards.
- Support Tech Implementation and Change Management: Provide documentation, training, and change management support for new tools and systems, ensuring smooth adoption across teams.
- Lead Issue Resolution and Continuous Improvement: Manage resolution and escalation programs, analyze customer feedback, identify recurring issues, and lead agile initiatives to reduce complaints and enhance service satisfaction.
- Travel Requirement: A high volume of travel is required to the local BPO site to support training, calibration, and performance management initiatives.
Qualifications
Minimum Qualifications:
- Bachelor's degree or equivalent practical experience.
- 3+ years of experience in operations, program, or project management, ideally with a focus on SOP development and implementation.
- Demonstrated expertise in building SOPs, training programs, and quality assurance frameworks.
- Strong analytical skills with the ability to perform root cause analysis and apply data-driven solutions.
- Full professional proficiency in English and Spanish is required for the role.
Preferred Qualifications:
- Proven ability to work cross-functionally and collaboratively across teams and regions.
- Strong leadership skills and a proactive, solutions-oriented mindset.
- Detail-oriented with a process-driven approach to problem-solving and execution.
- Comfortable operating in a fast-paced, ambiguous environment with a positive, adaptable attitude.