Responsibilities
About the team Global E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Support Center (SSC) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators. Automation Operations team focuses on accelerating investments in AI technology to drive innovation and efficiency. As such, we are looking for a SOP Manager for Chatbot Annotation, to be responsible for building robust processes, identifying opportunities for improvement, and partnering with teams to improve tools and systems for internal and external customers. This position will develop, standardize, and enhance processes to drive efficiency and scalability processes within the Automation Service Delivery team. What will you do - Develop SOPs and workflows for Chatbot Annotation. - Design user feedback mechanisms to analyze pain points and refine ChatBot & interaction workflows. - Prioritize data privacy and security, ensuring model operations adhere to regulatory frameworks. - Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams. - Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment. Lead process improvement efforts. - Facilitate tech changes and updates, create and maintain system documentation and provide training and support to team members and others as needed to ensure processes and procedures are understood and followed. - 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. - 2+ years of experience in operations, program, or project management; preferably with experience in developing SOPs & workflows. - Familiarity with SOPs - executing, contributing to, and creating them. - Experience working cross functionally with tech and non-tech teams. Preferred Qualifications - Proficiency in English both written and spoken. - Able to travel to partner sites as required.
Job Information
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.
