TikTok Shop - Product and Emergency Escalation Program Manager

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
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 a Product and Emergency Escalation Program Manager role to be responsible for managing product safety, product quality and crisis response system, driving tool automation, full channel coverage, rapid resolution and defect reduction.

Responsibilities
- Establish and supervise operational processes and tools for product quality and safety escalations come from customer contacts, product reviews, and social media.
- Drive internal collaboration with cross functional teams on process about product takedowns and recalls.
- Monitor and manage broader high risk Customer Service issues, build SOPs and preventative mechanisms.
- Conduct statistical analysis to identify trends and commonality across customer feedback sources.
- Design and lead the implementation of systems and processes to detect defects and enable cross-functional teams to quickly fix the issues.
- Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.
- Champion customer experience by proactively identifying problems and performing root cause analysis/diagnosis leading to significant impact.

Qualifications

Minimum Qualifications
- Bachelor's degree or equivalent practical experience.
- 4+ years of experience in the service or operation excellence department, preferably in an eCommerce or high growth environment.
- Proven program management knowledge and experience in initiating and managing large, complex programs.
- Ability to lead cross functional meetings and influence leadership, build effective and productive relationships across business stakeholders.
- Experience in either product quality, safety field or emergency, escalation handling.

Preferred Qualifications
- Experience in eCommerce or marketplace platform is a plus.
- 4+ years experience working cross functionally to successfully deliver complex projects.
- Professional certificates in program management field, such as PMP.
- Skills in quantitative and qualitative analysis of customer insights.

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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