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
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 Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.
We are looking for a Process PM responsible for building robust processes for Buyer Concessions, identifying opportunities for improvement, and partnering with dependent teams to improve tools and systems for internal and external customers. This position will develop, standardize, and enhance processes to drive efficiency and scalability for Customer Service.
How the Role contributes to our Mission: Enable our BPO network to handle all inbound customer contacts through adherence to the robust processes you build out. Working with our VoC/VoB team to identify none-value add tasks that create customer effort, and remove them to enable an effortless experience.
Responsibilities
- Lead the way in developing, reviewing, and updating our standard operating procedures (SOPs), making sure they help customer service teams work together better and meet our goals.
- Conduct comprehensive needs assessments to identify procedural gaps and opportunities for enhancement, focusing on creating a streamlined workflow that supports team synergy and productivity.
- Work closely with different teams to get their opinions and make sure our SOPs match up with the overall company standards and objectives, keeping everything consistent and in line across the board.
- Utilize data-driven insights to monitor the effectiveness of implemented SOPs, identifying key performance indicators (KPIs) to measure success and areas for improvement.
- Facilitate open channels of communication between team members, encouraging feedback on SOP functionality and areas for enhancement to foster a culture of continuous improvement and adaptability.
- Develop and maintain documentation of all SOPs, including revision histories and justifications for changes, ensuring transparency and accessibility for all team members.
- Act as a pivotal point of contact for escalated issues, leveraging in-depth knowledge of SOPs and operational strategies to guide resolution processes and maintain customer satisfaction.
Qualifications
Minimum Qualifications
- Bachelor's degree or equivalent practical experience.
- Experience in eCommerce or marketplace platform.
- Experience in project management; preferably with experience in developing Standard Operational Procedures (SOPs) for high value goods.
- Analytical and problem-solving skills, with the ability to think strategically and operationalize concepts into actionable plans.
- Adaptability and flexibility to manage shifting priorities and the ability to handle high-pressure situations
Preferred Qualifications:
- Lean Six Sigma Yellow+ Belt is a plus
- Experience writing and presenting BRDs;
- Proven experience of working with multiple stakeholders across regional markets
- Experience working cross functionally with tech and non-tech teams
- Excellent written, verbal and interpersonal communication skills with proven ability to present data to stakeholders in a digestible manner.
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.