TikTok Shop - Partner Service Solution Lead

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.
Join us.

About the team
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. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SMT is looking for a Customer / Partner Service Solution Lead to be responsible for product and workflow team management. The team will be responsible for the knowledge production of Global Contact Centers, from working processes to policies to empower global operations equipped with the correct knowledge.

Responsibilities
- Lead a team to drive, manage, prioritize and follow-up on all product requests.
- Understand problems, policies, and risks, translating them into solutions that improve processes and workflows across internal and external teams.
- Utilize rapid, agile development techniques to create content for a rapidly changing environment.
- Facilitate tech changes and updates, create and maintain system documentation, and provide training and support to team members and others as needed.
- Effectively manage project and stakeholder meetings, driving discussions to conclusion, and keeping programs on track.
- Proactively identify problems and opportunities, perform root cause analysis, and make a significant impact.

Qualifications

Minimum Qualifications
- Bachelor's degree or equivalent practical experience.
- 4+ years of experience in a service or experience management consulting role.
- Experience in program management and ability to manage large, complex programs and drive change.
- Strong leadership skills, with the ability to thrive in ambiguous situations and in a matrix environment.
- Ability to effectively engage with leadership, facilitate discussions on complex topics, influence stakeholders, and reach agreements.

Preferred Qualifications
- Strong understanding of the eCommerce industry or marketplace platform trends and best practices.
- Demonstrated success in driving innovation and process improvement initiatives within consulting projects.
- Experience in consulting, delivering advisory services, extended workforce, and people management.
- Ability to work well as part of a team and process all business requests in a simultaneous way.

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.

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