Join us as we inspire
creativity and bring joy to
millions of users worldwide.
Join us as we inspire
creativity and bring joy to
millions of users worldwide.
@2025 TikTok
Responsibilities
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 Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SSC is looking for a Andon Cord/Xbuzz Program Manager role to oversee the cross-functional escalation process, collaborate with internal and external teams to drive operational excellence, and ensure high-quality service. Additionally, this role will have a dual responsibility related to Andon Cord management, playing a key role in handling governance and escalation policies. Roles & Responsibilities 1. Cross-Functional Escalation Process Management: - Lead the escalation process, ensuring quick resolution of unresolved issues by coordinating with cross-functional teams. - Monitor and analyze escalation performance, identifying trends and recommending process improvements. - Maintain and update documentation on escalation processes, new SOPs, and tool changes to ensure consistency. - Regularly report on program performance, success metrics, and incidents to leadership. 2. Andon Cord Management: - Manage the Andon Cord system and processes, ensuring all policies and procedures are followed in resolving product safety and quality issues. - Oversee the training and development of internal teams to handle Andon Cord escalations effectively and within set timelines. - Collaborate with service teams to ensure that all Andon Cord-related incidents are escalated properly and resolved promptly. 3. Tool Optimization & Process Improvement: - Lead the ongoing improvement of the Xbuzz tool in collaboration with the product team to enhance operational efficiency. - Work closely with product teams to integrate insights from escalations into product development for future enhancements. 4. Risk Identification & Management: - Identify potential risks within the escalation process and develop strategies to mitigate them. - Ensure that cross-functional projects are executed on time, flagging and addressing any delays promptly. - Lead project timelines, keeping stakeholders aligned and deliverables on track.
Qualifications
Minimum Qualifications - Bachelor's degree or equivalent practical experience. - 1-3 years of experience in service or operations excellence, ideally in eCommerce or fast-paced environments. - Strong program management experience, with a proven ability to initiate and manage large, complex projects. - Ability to influence cross-functional teams and build effective relationships with stakeholders. - Quick learner with a deep understanding of the buyer/seller/creator journey in eCommerce, enabling you to streamline processes and optimize workflows. - Strong attention to detail and ability to navigate complex processes and systems. Preferred Qualifications 1. Experience in eCommerce or marketplace platform is a plus. 2. 5 years experience working cross functionally to successfully deliver complex projects 3. Professional certificates in program management field, such as PMP 4. Skills in quantitative and qualitative analysis of customer insights.
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $77969 - $101334 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
