TikTok Shop - Risk and Emergency Escalation Program Manager

- Own experience recovery by identifying and resolving unresolved internal issues. Oversee internal support requests, troubleshoot independently, and escalate when necessary for faster resolution.
- Partner with Quality Monitoring and Training teams to continuously improve escalation-handling processes, onboard new hires, and drive operational excellence.
- Maintain structured review cadences (weekly, bi-weekly, monthly) with internal teams and stakeholders, ensuring program effectiveness, transparency, and ongoing enhancements.

Qualifications

Minimum Qualifications:
- 3+ years of experience in program management, crisis management, or service operations, with a focus on escalations and emergency response.
- Demonstrated ability to manage escalations and emergency situations, ensuring quick and effective solutions.
- Strong analytical and problem-solving skills, including data analysis, trend identification, and root-cause resolution.
- Effective communicator who can connect, collaborate, and influence partners across different teams and levels.
- Demonstrated ability to navigate successfully in ambiguity, with multiple priorities in a fast-paced, changing environment.

Preferred Qualifications:
- Prior experience in the tech, commerce, or customer service industry.
- Experience working with Product, Policy, and Process teams to drive service improvements.
- Experience leading cross-functional initiatives with executive stakeholders.
- Background in developing training programs or quality assurance processes.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $83600 - $143556 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.

Client-provided location(s): Seattle, WA

Job ID: TikTok-7556678418675337479

Employment Type: OTHER

Posted: 2025-10-09T20:25:29