TikTok E-commerce - SOP Enablement Program Manager

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
At TikTok, our people are humble, intelligent, compassionate and creative. We
create to inspire - for you, for us, and for more than ‎1 billion users on our
platform. We lead with curiosity and aim for the highest, never shying away
from taking calculated risks and embracing ambiguity as it comes. Here, the
opportunities are limitless for those who dare to pursue bold ideas that exist
just beyond the boundary of possibility. Join us and make impact happen with a
career at TikTok.

About the Team
E-commerce's Governance and Experience (GNE) is a global team striving to
achieve full satisfaction from customers, promoting a sustainable and risk-
free sales environment, and providing the perfect purchase experience. Service
and Moderation Team (SMT) is part of the GNE organization. Our mission is to
deliver trustworthy and excellent service experiences for every user of TikTok
Shop.

Roles & Responsibilities:
‎1. Manage the team on day-to-day basis and provide the first hand support to
team internal escalations;
‎2. Contribute to special projects, that enhance the business, including
projects involving root-cause analysis of weak performance metrics, service
readiness projects, and tools projects as assigned or requested by management;
‎3. Conduct trend analyses on customer satisfaction and other core
measurements. Implement strategies to improve future operation results;
‎4. Manage and monitor BPO team utilization rates, team productivity, and
schedule adherence (manage absenteeism and timecard issues) to make sure the
final productivity goals are met;
‎5. Work with the Readiness, SOP, QA, Training and System teams to optimize
new and existing processes impacting customers;
‎6. Maintain the weekly/monthly/bi-monthly reviews with teams and internal
stakeholders.
Qualifications
‎1. BA/BS degree or equivalent practical experience;
‎2. ‎3+ years BPO or inhouse team livechat business site managing in Customer
Service field. Strong service analysis and solution capabilities;
‎3. Experience building, managing and influencing relationships with internal
stakeholders, using data to generate insights and solving complex problems;
‎4. People-oriented, self-motivated and able to thrive in ambiguity and in a
matrix environment;
‎5. Experience in E-commerce or marketplace platform 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.