Responsibilities
About the team: Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users. Within GNE, our Service Support Center (SSC) delivers customer service to buyers, sellers, creators, and internal stakeholders. We are seeking a strategic and experienced Country Lead for Mexico to drive the launch and ongoing operations of our Mexico market. This leadership role will oversee all partner support activities, including BPO management, in-house program teams, and regional service strategy execution. Responsibilities: - Build and develop a team of customer service program managers, operations leaders, vendor managers and knowledge management specialists to ensure a seamless and timely customer service experience. - Develop service quality strategies for contact centers, ensuring cross-functional alignment of service delivery goals and execution, and helping teams drive strategic partnerships and new initiatives forward. - Focus on aligning company priorities with excellent day-to-day operations, design and lead growth initiatives for long-term success. - Manage BPO suppliers to ensure a high performing team to provide world-class services to customers, sellers and creators. - Lead a regional program team to boost contact center training, quality and knowledge management. - Lead regional business analysis, identify opportunities based on dashboard, push operation improvements by strong collaboration with regional service delivery heads. - Analyze and develop insights on business performance, core performance metrics, and support in preparation of weekly/monthly business reviews. - Define and build organizational capabilities for extended planning, governance and operational efficiencies. - Respond to critical internal escalations and ad-hoc issues with the most flexibility. - Represent your team's performance in regular business reviews.
Qualifications
Minimum Qualifications: - Bachelor degree or equivalent practical experience. - Fluency in English and Spanish is required. - 5+ years of experience in customer service operations, vendor management (offshore/nearshore), and workforce leadership. - Strong leadership skills with a proven track record of managing high-performing, cross-functional teams. This includes managing performance, coaching, and fostering a positive work environment. - Data-driven decision-making skills, with the ability to identify root causes, generate actionable insights, and influence change. - Proven experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems. Preferred Qualifications: - Experience in e-commerce, marketplaces, or high-growth digital platforms. - Proven success working across markets and regions in a matrixed organization. - Ability to thrive in ambiguity and lead teams through fast-paced, evolving business environments. - Six Sigma training and or COPC (certification is a plus). - Portuguese language skills are a bonus.
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.
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
