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 (SSC) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SSC is looking for a Customer Service SOP Lead role to be responsible for TikTok Shop's buyer workflows. The team will be responsible for the knowledge production of Global Contact Centers, from working processes to policies to empower global operations equipped with the correct knowledge. Responsibilities: - A people manager of a team of SOP PMs who will be responsible for designing and updating the processes for global Contact Centers focusing on Buyers. - Identify the knowledge gaps based on operational KPIs and sample cases, drive solutions for the team and contribute to global Customer Satisfaction improvement. - Be responsible for conveying knowledge to global Contact Centers for both Tier1 and Tier2. - 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. - 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 conclusion, 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, with at least 5 years of experience in service or experience management consulting roles, showcasing leadership and analytical skills. - Demonstrates team management experience, coupled with proficiency in program management, driving change, and overseeing complex programs. - Strong leadership qualities and self-motivation, thriving in ambiguous and matrix environments, with excellent communication and stakeholder engagement skills. - Skilled in facilitating discussions, influencing decision-making, and reaching agreements, while effectively managing business requests and process workflows. Preferred Qualifications: - Experience in e-commerce or marketplace platforms is advantageous.
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $125400 - $235980 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
