Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
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About the Team
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for an Operations Program Manager will be responsible for supporting strategy and implementation of projects. Working closely with the leadership team, this role will support the GSS centre of operational excellence to enable us to scale at the pace required for success, drive team accountability, align and streamline approaches, develop best-in-class strategic portfolio management and focus on high priority requirements. This role is a critical supporting function, dealing with urgent and ad hoc initiatives, including significant development of new projects based on business needs and drive timely completion of projects and deliverables, through closely collaborating with various TikTok teams.
Responsibilities:
- Lead the cross-functional team in defining program strategies, developing goals, identifying risks, assigning ops project tasks, and ensuring the team meets all goals.
- Develop plans including communication plans and implementation strategies.
- Build and maintain strong relationships with GS leaders to understand business objectives and priorities.
- Communicate status and issues effectively to appropriate parties, both within GSS and across GNE.
- Lead efforts to improve and support capabilities and effectiveness.
- Build and maintain positive collaborations, communicating, seeking advice, and facilitating critical business decisions.
Qualifications
- BA/BS degree or equivalent practical experience.
- A minimum of 5 years of experience in e-commerce or call centre environment advantageous.
- Ability to quickly learn new concepts and tools and get to an advanced level.
- Effectively navigate ambiguity, complexity, and competing priorities in a matrixed and fast-paced environment.
- Proven collaboration and relationship building.
- Excellent written, analytical, and oral communication skills. Able to clearly and effectively present information.
- Ability to influence without authority.
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.