Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
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.
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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. The position Service Solution Program Manager will be responsible for building robust processes and products, identifying opportunities for improvement, and partnering with dependent teams to improve tools and systems for internal and external customers. This position will also enhance products and processes to drive efficiency, quality and scalability for Global Selling Services.
Responsibilities
- Develop product and process solutions for local Customer Service and Seller Support teams.
- Proactively identify product or process problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.
- Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
- Leverage rapid, agile development techniques and processes to create solutions for a rapidly changing environment.
- Facilitate tech changes and updates. Create and maintain system and process documentation and provide support to team members and others as needed to ensure processes and procedures are understood and followed.
- Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.
- Develop Business Requirements documentation and drive implementation with product teams.
Qualifications
- Bachelor's degree or equivalent practical experience.
- Minimum 5 years of experience in customer service operations, program, or project management; preferably with experience in product program management.
- Experience working cross functionally with tech and non-tech teams.
- Experience in driving product enhancements in a fast paced environment.
- Experience writing and presenting BRDs.
- Experience in the E-commerce marketplace platform or Customer Service is a plus.
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.