Responsibilities

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 Tik Tok Shop (TTS) user. We are currently seeking an experienced Service Solution Program Manager to join SSC and lead initiatives that drive regional operational excellence.

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.

Qualifications

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

Compensation

The base salary range for this position in the selected city is $83,600 - $143,556 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

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.

Important Information 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.