Shop - Service Solution Program Manager (Risk Management)

About the Team:

Global E-Commerce's Governance and Experience team is responsible for ensuring a safe and trustworthy marketplace for buyers, sellers, and creators. The Service and Support Center team delivers trustworthy, high-quality service experiences for every Tik Tok Shop user.

We are looking for a Service Solutions Program Manager to lead scalable resolution of service escalations, safety and integrity-related incidents, and cross-functional recovery efforts. The role will serve as a key escalation owner for urgent operational risks while also driving strategic program management across service solutions, market readiness, process improvement, and stakeholder alignment.

Responsibilities:

• Develop, implement, and manage strategic service solution programs that improve customer satisfaction, process effectiveness, cost efficiency, and operational readiness across regions.
• Lead coordinated responses to high-priority service escalations, safety and integrity-related issues, and emergency incidents across customer contacts, social media, leadership escalations, business stakeholders, and external signals.
• Own end-to-end program management for complex global and regional initiatives, including scope definition, project planning, master schedule management, milestone tracking, dependency management, risk mitigation, and handover to regional service teams.
• Act as the single point of contact for critical escalation cases, aligning business account managers, service operations, Product, Policy, Process, Quality, Training, and regional teams on issue ownership, response plans, and resolution timelines.
• Establish and refine escalation operating mechanisms, including triage standards, severity assessment, response workflows, escalation paths, stakeholder communications, and post-resolution review cadences.
• Own experience recovery for unresolved or high-impact internal issues by identifying blockers, troubleshooting independently, escalating when needed, and driving timely closure.
• Maintain structured weekly, bi-weekly, and monthly review cadences with stakeholders to track escalation trends, program effectiveness, open risks, and improvement actions.
• Build mechanisms to proactively detect service defects and emerging risks before they become large-scale escalations.
• Report actionable insights, risks, progress, and improvement recommendations to leadership in a timely and structured manner.

Requirements:

• Minimum Qualification(s)

• BA/BS degree or equivalent practical experience.

• 3+ years of operations, program, or project management experience in the tech industry, fast-paced or high growth environment.

• Fast learner with team player capabilities. Proven experience in managing projects independently, delivering results in projects and managing stakeholder communications with both tech and non-tech teams.

• Adaptable and able 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, working in a dynamic, deadline-driven work environment, attention to detail, and multitasking.

• Preferred Qualification(s)

• 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 e Commerce or marketplace platforms.

• Experience working with Product, Policy, Process, Quality, Training, and Operations teams to deliver service improvements.

• Background in developing escalation playbooks, readiness documentation, training programs, quality assurance mechanisms, or operational review cadences.