Responsibilities
As part of the GNE organization, our Service Support Centre (SSC) provides customer service to Buyers, Partners, and internal users. Within SSC, the Selling Partner Support (SPS) team focuses on supporting our Partners and internal stakeholders. Driving the growth of our Selling Partners is a key priority for SPS. We are looking for a Standard Operating Procedures (SOP) Program Manager (PM) to develop and implement robust processes, identify areas for improvement, and collaborate with cross-functional teams to enhance internal SOP tools and systems. This role will be responsible for developing, standardizing, and optimizing processes to drive both efficiency and scalability. Role and Responsibilities SOP Development and Improvement - Develop SOPs for local Seller Support teams to ensure alignment with best practices and compliance standards. - Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across external teams. - Monitor the effectiveness of resolutions and continually refine processes to improve operational outcomes. - 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. - 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 - Work closely with department heads to understand operational needs and incorporate them into SOPs. - Conduct regular audits and process reviews to ensure SOPs are up-to-date and reflect current practices Resolution Program Management - Lead the resolution by identifying recurring issues, analysing root causes, and implementing solutions to prevent future occurrences. - Promptly escalate critical/high-risk cases to the appropriate authority. - Manage and respond to internal/external partner enquiries escalated by vendor teams quickly, proficiently and professionally - Collaborate with cross-functional teams to address challenges and ensure timely resolution of issues. - Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance the operating process and improve overall partner experience. - Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment. Lead process improvement efforts.
Qualifications
Minimum Qualifications - Bachelor's degree or equivalent practical experience required. 1-3 years of operations, program, or project management experience, ideally involving SOP development. - Familiarity with executing, contributing to, and creating SOPs. - Demonstrates effective, clear and professional written and oral communication. - Ability to collaborate cross-functionally with both tech and non-tech teams. - Six Sigma or other process design certifications advantageous.
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $77968 - $101333 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 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.
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.
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.
TikTok Accommodation
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request
