Job Description
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 create the most trustworthy E-commerce platform with a delightful service experience. SSC is looking for a SOP Program Manager role to be responsible for building robust processes, 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 SSC.
Responsibilities
- Develop service solutions for the service teams under full service model for buyers.
- 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 conclusion, and keep programs on track.
- Proactively identify problems and opportunities via case auditing, escalation from internal/external and perform root cause analysis/diagnosis leading to significant impact.
- Collaborate with Chatbot/VOC/Logistics/Payment/Product teams to address the gap in the SOPs, and enhance SOP efficiency. Raise the BRD on demands to improve the agents case handling and better customer experience.
Qualifications
Minimum Qualification(s)
- Bachelor's degree or equivalent practical experience with abundant experience in a service or experience management consulting role.
- Experience in program management and ability to manage large, complex programs and drive change.
- Ability to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.
- Ability to work well as part of a team and process all business requests in a simultaneous way.
- Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment.
- Support business in shifts by following the labor laws.
Preferred Qualification(s)
- Experience in eCommerce or marketplace platform is a plus.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an Always Day 1 mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
