TikTok Shop - Service Go-To-Market Program Manager

Responsibilities

Governance and Experience is a global team that aims to build a safe and trustworthy marketplace for both users and partners. We value user experience and develop policies, rules, products, and systems to ensure quality. We are looking for passionate individuals to join us so that, together, we can build an innovative, secure, and intuitive commerce ecosystem for our users.
We are looking for a Regional Go-to-Market (GTM) Program Manager who will work with regional Policy and Product owners. The candidate will be responsible for managing GTM readiness through regional standard operating procedures (SOPs), sales campaign readiness, and training to support service launches.

Responsibilities
- Collaborate closely with GNE, Product, Program, and Operations teams to define requirements and priorities for merchant integration systems and tools.
- Ensure that processes (SOPs) and training materials (KMT) are adapted and localized for our BPO vendors, enabling them to resolve regional service and support issues.
- Understand region- and country-specific challenges, policies, and risks, and effectively translate them into solutions that improve processes and workflows across internal and external teams.
- Work closely with the global SOP team to implement process updates quickly and effectively.
- Facilitate technical changes and updates, and create and maintain system documentation.
- Effectively manage project and stakeholder meetings, drive discussions toward conclusions, and keep programs on track.
- Proactively identify problems and opportunities and conduct root cause analysis and diagnosis to deliver significant impact.

Qualifications

Minimum Qualification(s)
- Bachelor's degree or equivalent practical experience.
- At least three years of experience in operations, program management, or project management, ideally involving SOP enhancement and localization.
- Experience executing, contributing to, and creating SOPs.
- Ability to collaborate cross-functionally with both technical and non-technical teams.

Preferred Qualification(s)
- Six Sigma or other process design certifications are advantageous.
- Effortless Experience: Lean Six Sigma Yellow Belt certification or higher.
- Industry Standards: Strong understanding of regional industry standards, business operations, and regulatory requirements.
- Logistics: Experience managing third-party logistics (3PL) and fourth-party logistics (4PL).