Responsibilities
Our Governance and Experience (GNE) team is dedicated to building a safe, reliable, and high-quality commerce ecosystem for our users, sellers, creators, and partners. We develop the policies, systems, and experiences that ensure trust, drive excellence, and uphold our commitment to user satisfaction. Within GNE, our Service Support Centre (SSC) provides exceptional customer service to internal stakeholders across the commerce business. We’re currently seeking a Risk and Emergency Escalation Program Manager to join our team, someone who thrives in fast-paced environments and is passionate about driving resolution for high-impact issues. In this role, you’ll manage and respond to escalations from internal teams, playing a key part in ensuring operational continuity and stakeholder confidence. Responsibilities: - Lead coordinated responses to service escalations, safety, and integrity-related issues across multiple channels (customer contacts, social media, leadership, and external sources). Establish and refine operational processes for rapid issue resolution. - Act as the single point of contact (SPOC) for business account managers, ensuring seamless communication and resolution of escalations. Drive collaboration across teams to optimize service operations, manage key stakeholder meetings, and track program alignment. - Analyze customer feedback, incident trends, and program performance metrics to identify root causes and implement long-term improvements. Regularly report insights to leadership and drive product, policy, and process enhancements. - Develop and implement systems to proactively detect service defects, working with Product, Policy, and Process teams to ensure timely resolution and prevent recurrence. - Own experience recovery by identifying and resolving unresolved internal issues. Oversee internal support requests, troubleshoot independently, and escalate when necessary for faster resolution. - Partner with Quality Monitoring and Training teams to continuously improve escalation-handling processes, onboard new hires, and drive operational excellence. - Maintain structured review cadences (weekly, bi-weekly, monthly) with internal teams and stakeholders, ensuring program effectiveness, transparency, and ongoing enhancements.
Qualifications
Minimum Qualifications: - 3+ years of experience in program management, crisis management, or service operations, with a focus on escalations and emergency response. - Demonstrated ability to manage escalations and emergency situations, ensuring quick and effective solutions. - Strong analytical and problem-solving skills, including data analysis, trend identification, and root-cause resolution. - Effective communicator who can connect, collaborate, and influence partners across different teams and levels. - Demonstrated ability to navigate successfully in ambiguity, with multiple priorities in a fast-paced, changing environment. Preferred Qualifications: - Prior experience in the tech, commerce, or customer service industry. - Experience working with Product, Policy, and Process teams to drive service improvements. - Experience leading cross-functional initiatives with executive stakeholders. - Background in developing training programs or quality assurance processes.
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $83600 - $143556 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
