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 role to drive regional operational excellence. Responsibilities: - Develop, implement and manage new product or service launch readiness programs to ensure trustworthy and excellent service experiences - maintaining or improving customer satisfaction and cost efficiency. - Manage and prioritize 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 address risks, opportunities and dependencies across project stages. - Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact. - Take up ownership of end-to-end project management, effectively managing the master schedule of initiatives, designing project plans and ensuring that all interdependencies are identified, drive discussions to conclusions, and keep projects on track. - Create and maintain readiness documentation of all processes and procedures and ensure that all training materials are accessible for regional delivery centers. - Understand region's specific problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams. - Keep track of key metric results and call out risks throughout the project period. Report project progress in proactive and timely manners. Execute seamless handovers with regional service teams to ensure operations up and running. - Continuously drive improvement iterations with key business stakeholders to support excellent business metrics and future development.
Qualifications
Minimum Qualifications: - BA/BS degree or equivalent practical experience. - Fluency in Mandarin and English are required for this role, including an ability to communicate business terminology with ease; you will be collaborating extensively with partner teams and directly present to leadership teams based in China and across APAC. This collaboration is necessary to support strategy alignment and drive improvement to the team's operations - 3+ years of operations, program, or project management experience in the tech industry, fast-paced or high growth environment. - Fast learner and team player capability. Proven experience in managing projects independently, delivering results in projects and managing stakeholder communications with both tech and non-tech teams. - Ability to navigate through ambiguity and a fast changing environment, with proven track record to thrive in a matrix environment. - Strengths in logical thinking, problem solving, ability to work in a dynamic, deadline-driven work environment, attention to detail, and ability to multitask. Preferred Qualifications: - Strong ownership and a team player, always focused on delivering results with high standards. - Comfortable working in a fast-paced, evolving environment with user-centric priorities. - Experience in eCommerce or marketplace platforms.
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $80169 - $129200 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.
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.
TikTok Accommodation
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request
