Global E-Commerce's Governance and Experience (GNE) team is committed to creating a safe, reliable, and trustworthy marketplace for all TikTok Shop (TTS) users—including buyers, sellers, and creators. As part of GNE, the Service and Support Center (SSC) team plays a critical role in delivering exceptional service experiences that build trust and satisfaction across our global user base.We are currently seeking a Service Solution Project Manager to help shape service experience through cross-functional collaboration and help drive regional operational excellence. Role & Responsibilities - Develop, implement and manage new market launch readiness programs to ensure services with quality improvement on client satisfaction, process 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 - Seek out cross-project synergies (across global initiatives, regional plans and inter-dependent projects) and ensure leveraged opportunities across all project initiatives - Take up ownership of end-to-end project management, such as overseeing the master schedule of initiatives, designing project plans and ensuring that all interdependencies are identified and factored into the master schedule - Create and maintain readiness documentation of all processes and procedures and ensure that all training materials are accessible for new delivery centers - 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
Minimum Qualifications - BA/BS degree or equivalent practical experience - Strong communication skills, with fluency in English - 1-2 years of project management experience in the tech industry or in fast-paced, high-growth environments - Quick to learn and highly collaborative, with a demonstrated ability to manage projects independently, drive results, and maintain effective communication with stakeholders - Adaptable and resilient in fast-paced, ambiguous environments, with a proven track record of success in complex, matrixed organizational environments - Strong analytical and problem-solving skills, with a keen attention to detail and the ability to multitask effectively under tight deadlines Preferred Qualifications - Experience in e-commerce or marketplace platforms - Bilingual proficiency in Mandarin or Spanish to facilitate effective communication with our tech teams in China and customer service teams in Spanish-speaking regions, ensuring quick resolution and seamless collaboration across global operations
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