Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
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About the Team
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for an Ecommerce Escalation Program Manager role to be responsible for driving feedback, rapid response and defect reduction.
Roles & Responsibilities
1. Establish and supervise operational processes and tools for product quality and safety escalations come from customer contacts, product reviews, and social media;
2. Drive internal collaboration with cross functional teams on process about product takedowns and recalls;
3. Monitor and manage broader high risk Customer Service issues, build SOPs and preventitive mechanisms;
4. Conduct quantitative and qualitative analysis using multiple customer feedback sources;
5. Design and lead the implementation of systems and processes to detect defects and enable cross-functional teams to quickly fix the issues;
6. Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track;
7. Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.
Qualifications
1. Bachelor's degree or equivalent practical experience;
2. 5 years of experience in the service and experience industry, preferably in an eCommerce or high growth environment;
3. Substantial program management knowledge and experience in managing large, complex programs;
4. Work with accountability and integrity, ability to influence leadership, build effective and productive relationships across business stakeholders;
5. Ability to facilitate discussions about complex topics, deal with abiguities and competing priorities and reach agreements;
6. Experience in E-commerce or marketplace platform is a plus.
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.