Global E-Commerce's Governance and Experience (GNE) team is dedicated to building a safe, reliable, and trustworthy marketplace for all users—including buyers, sellers, and creators. As a key part of GNE, the Service and Support Center (SSC) team is focused on delivering exceptional and trustworthy service experiences for every TikTok Shop (TTS) user. We are currently seeking an experienced Service Solution Program Manager to join SSC and lead initiatives that drive regional operational excellence. Role and Responsibilities Go-To-Market & Campaign Readiness: - Establish regional solution framework, localize existing Global Standard Operating Procedure (SOP) framework and optimize SOP by collaborating with Regional GTM PM to ensure successful resolution satisfaction goal achievement. - Lead a GTM team to optimize the localization of the globally created SOPs while retaining the global standards to avoid regional deviations that weaken the effectiveness of the original SOP. - Collaborate closely with Governance and Experience, product, program, and operation teams to define requirements and priorities for merchant integration systems and tools. - Lead cross-functional projects and initiatives to address user (including buyer, merchant and creator) experience. - Monitor key performance for Buyer, Seller & Creator metrics and analyze data to identify trends, insights, and areas for improvement in all integration processes. People-Manager: - Talent Management: Attract high performing talent for new positions, develop learning & development coaching plans to elevate our talent for tomorrow. - Team Management: Lead a team of program managers, conduct regular 1on1s, team meetings and support employees to own their career development. - Team Performance Coaching: Encourage regular feedback to identify employee learning and development opportunities, elevating performance.
Minimum Qualifications - BA/BS degree or equivalent practical experience; advanced degree preferred - 5+ years of experience managing global service solutions, with a strong background in e-commerce marketplace platforms - 3+ years of hands-on experience managing outsourced BPO vendors, including both Near-Shore and Manila Off-Shore operations - Proven expertise in Go-To-Market BPO readiness, with a track record of optimizing U.S. Central SOPs for successful rollout in UK and EU regional markets - Demonstrated ability to collaborate across functions and influence stakeholders at all levels within a global, matrixed organization - Exceptional verbal and written communication skills, with the ability to distill complex or ambiguous information into clear, concise executive-level summaries Preferred Qualifications - Effortless Experience: Lean Six Sigma Yellow+ Belt qualification. - Industry Standard: Strong understanding of regional industry standards, business operations and regulatory requirements - Logistics: Experience managing 3PL, 4PL logistics
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