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 Service Delivery Lead for our Lite investment markets to manage our service delivery on a day-to-day basis. Managing a regional team to deliver outstanding experience to all our customers, responsible for Training, Quality, BPO Management, Process and Compliance. Guided in your customer-centric decisions, through effective data analysis.
This role resolves inbound contacts from our Buyers, Sellers and Creators to resolve and drive continuous improvement together with inhouse teams and BPO suppliers.
Responsibilities
- Work with BPO suppliers to ensure a high performing Tier 1 team to provide world-class services to customers, sellers and creators. Make sure all Tier 1 hiring needs are met and front-line service quality meets our targets.
- Build and ensure a high performing Tier 2 service team that will deliver operational excellence by providing timely support to Tier 1 BPO operations team, thus to external customers, sellers and creators..
- 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 content for a rapidly changing environment. Lead process improvement efforts.
- Facilitate tech changes and updates. Create and maintain system documentation and provide training and 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.
- Building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems.
- Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.
Qualifications
Minimum Qualifications
- Bachelor's degree or equivalent practical experience.
- Experience in operations, program, or project management; experience in developing Standard Operational Procedures (SOPs).
- Team Leadership: Demonstrated leadership skills with experience in leading and developing teams. This includes managing performance, coaching, and fostering a positive work environment.
- Familiarity with SOPs - executing, contributing to, and creating them.
- Experience working cross functionally with tech and non-tech teams
- Analytical Skills: Strong analytical abilities to interpret data, identify trends, and make data-driven decisions to optimize service delivery processes and performance.
Preferred Qualifications:
- Experience in eCommerce or marketplace platform is a plus.
- Lean Six Sigma Yellow+ Belt 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.