TikTok Shop - SOP 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 a SOP Program Manager to support regional operational excellence initiatives.

Responsibilities:
- Support the development, implementation and coordination of new product or service launch readiness programs to ensure trustworthy and excellent service experiences - helping maintain or improve customer satisfaction and cost efficiency.
- Assist in managing and tracking 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 escalate risks, opportunities and dependencies across project stages.
- Identify operational issues and support root cause analysis/diagnosis efforts to drive measurable improvements.
- Support end-to-end project coordination by maintaining project trackers, updating timelines, documenting action items and following up on deliverables to keep initiatives on track.
- Create, organize and maintain readiness documentation of processes and procedures and ensure that training materials are updated and accessible for regional delivery centers.
- Develop an understanding of regional problems, policies and risks, and support translating them into process improvements across internal and external teams.
- Track key metrics and highlight potential risks throughout the project lifecycle. Provide regular status updates and support seamless handovers with regional service teams to ensure smooth operational launches.
- Contribute to continuous improvement initiatives by gathering feedback, analyzing data and supporting optimization efforts with key stakeholders.
- This is an individual contributor role.

Qualifications

Minimum Qualifications:
- BA/BS degree or equivalent practical experience.
- Fluency in Mandarin and English is required, including the ability to communicate business terminology effectively; you will collaborate closely with selling partners and internal teams based in China.
- +1 years of experience in operations, project coordination, consulting, customer experience, or related roles in a tech, eCommerce, or fast-paced environment.
- Strong organizational skills with the ability to manage multiple tasks and meet deadlines. Experience supporting projects and communicating with cross-functional stakeholders.
- Ability to adapt in a fast-changing environment and work effectively within a matrix organization.
- Strong analytical thinking and problem-solving skills, attention to detail, and willingness to learn quickly.

Preferred Qualifications:
- Demonstrated ownership mindset and collaborative working style.
- Comfortable working in a fast-paced, evolving environment with user-centric priorities.
- Internship or experience in e-Commerce, marketplace platforms, or service operations is a plus.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $77969 - $101334 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.