TikTok Shop-In-House Operations Team Leader
Responsibilities
About the team
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 (SSC) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SSC is looking for a regional/country service delivery leader to manage our service delivery on a day-to-day basis and drive continuous improvement together with inhouse teams and BPO suppliers.
Roles & Responsibilities
- Team Leadership & Management
- Lead, coach, and supervise the in-house operations team
- Set clear performance goals and monitor team productivity
- Conduct regular performance reviews and provide training and development
- Process Optimization
- Identify inefficiencies and implement operational improvements
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- Develop and maintain standard operating procedures (SOPs)
- Ensure compliance with company policies and quality standards
- Customer Experience Support
- Collaborate with stakeholders to resolve order, account or policy related issues
- Ensure high standards of service and achieve high level customer satisfaction
- Data & Reporting
- Track KPIs such as customer satisfaction, resolution rate and service level agreement
- Prepare regular reports and provide insights to leadership
- Use data to drive decision-making and operational improvements
Qualifications
Minimum Qualifications
- Experience in e-commerce or customer service operations
- Proven experience in a leadership or supervisory role
Preferred Qualifications
- Strong understanding of e-commerce platforms
- Excellent organizational and problem-solving skills
- Strong communication and interpersonal abilities
- Ability to work in a fast-paced, high-volume environment
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.