Responsibilities
About the team
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop (TTS). SSC is looking for an experienced Service Solution Program Manager role to drive regional operational excellence from our London Hub.
Roles & Responsibilities
- Collaborate closely with GNE, product, program, and operation teams to define requirements and priorities for merchant integration systems and tools
- Ensure processes (SOP) and training (KMT) are regionalised (localized) for our BPO vendor to resolve local service and support issues.
- Understand region/country-specific problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
- Work closely with the global SOP team to rapidly update process changes effectively.
- Facilitate tech changes and updates. Create and maintain system documentation.
- Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.
- Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.
Qualifications
Minimum Qualifications
- Bachelor's degree or equivalent practical experience required.
- 3 years of operations, program, or project management experience, ideally involving SOP enhancement and localization.
- Familiarity with executing, contributing to, and creating SOPs.
- Ability to collaborate cross-functionally with both tech and non-tech teams.
- Ability to solve problems using data analysis and deep root‑cause analysis across multiple data points
Preferred Qualifications
- Effortless Experience: Lean Six Sigma Yellow+ Belt qualification.
- Industry Standard: Strong understanding of regional industry standards, business operations and regulatory requirements
- Experience in Implementation and program management of AI-driven initiatives
- Six Sigma or other process design certifications advantageous.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.