TikTok Shop - Service Solution Program Manager

Responsibilities

About the Team
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop (TTS). SSC is looking for an experienced Service Solution Project Manager role to drive regional operational excellence. SSC is looking for an experienced Service Solution Project Manager role to drive regional operational excellence for the region.

Responsibilities
- Develop, implement and manage new product or service launch readiness programs to ensure trustworthy and excellent service experiences - maintaining or improving customer satisfaction and cost efficiency.
- Manage and prioritize global and regional projects related to TTS partners (Sellers and Creators) / customers (Buyers) experience and service quality. Collaborate with cross-functional teams and stakeholders to identify, evaluate and address risks, opportunities and dependencies across project stages.
- Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.
- Take up ownership of end-to-end project management, effectively managing the master schedule of initiatives, designing project plans and ensuring that all interdependencies are identified, drive discussions to conclusions, and keep projects on track.
- Create and maintain readiness documentation of all processes and procedures and ensure that all training materials are accessible for regional delivery centers.
- Understand region/country-specific problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
- Keep track of key metric results and call out risks throughout the project period. Report project progress in proactive and timely manners. Execute seamless handovers with regional service teams to ensure operations up and running.
- Understand region/country-specific problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
- Continuously drive improvement iterations with key business stakeholders to support excellent business metrics and future development.

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- 3+ years of operations, program, or project management experience in the tech industry, fast-paced or high growth environment.
- Fast learner and team player capability. Proven experience in managing projects independently, delivering results in projects and managing stakeholder communications with both tech and non-tech teams.
- Adaptable and able to navigate through ambiguity and a fast changing environment, with proven track record to thrive in a matrix environment.
- Strengths in logical thinking, problem solving, ability to work in a dynamic, deadline-driven work environment, attention to detail, and ability to multitask.

Preferred Qualifications
- Strong ownership and a team player, always focused on delivering results with high standards.
- Comfortable working in a fast-paced, evolving environment with user-centric priorities.
- Experience in eCommerce or marketplace platforms.