TikTok Shop - Quality Assurance Program Manager

Responsibilities

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. Global Moderation is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop.

Responsibilities
- Monitor the execution of improvement plans to ensure the team is meeting all performance-related metrics (Accuracy, AHT, etc.)
- Scale the quality assurance program. Identify ongoing issues and eliminate repeat issues, reducing error rates to enhance the operating process and improve overall users' experience in TikTok e-commerce.
- Identify the true root cause of low performance and implement scalable resolutions.
- Coordinate with other teams/ departments to resolve customer issues, follow up, and close the loops with all teams involved.
- Partner with Policy, Analytics, and Training Program Manager to coach the moderation team agents on errors
- Work with the GNE enforcement cross-functional teams to identify collaboration opportunities and share feedback and insights.
- Lead and facilitate effective communication between orgs, functions, and teams, by building strong partnerships, moving between communication styles, and developing clear and transparent communication related to programs and processes.

Qualifications

Minimum Qualifications
- Minimum of 5 years of experience in program management.
- BA/BS degree or equivalent practical experience.
- Experience in Intellectual Property Rights.
- Experience in Quality Assurance in Moderation and/or Service.
- Experience in building complex programs that require strong XFN relationship building across the global teams.

Preferred Qualifications
- Experience in the eCommerce industry.
- Detail-oriented, experience with KPIs and QA in a customer service environment.
- Problem solver, data-driven, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure / analyze dashboards).
- Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $91200 - $160445 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.