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.
@2026 TikTok
Responsibilities
About the team 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 regional/country service delivery leader to manage our service delivery on a day-to-day basis and drive continuous improvement together with inhouse teams and BPO suppliers. Roles & Responsibilities - Lead a regional service delivery team across 7 day operation. - Plan on the regional Oncall service delivery strategy and drive operational improvements. - Design the KPI goals for daily operations and lead the regional team to achieve the goals with clear steps. - Boost the internal clients' satisfaction by providing high quality services and quick feedback. - Design new service channels and entrances to facilitate the submitter's needs. - Optimize the existing workflow and drive up productivity and team utilization. - Work together with the Product Team to drive automation and case routing logic. - Identify training and quality gaps to coach the team to meet high quality standards. - Analyze, summarize and report the top issues so that we can avoid repeated escalations from global teams. - Implement best practices inside the team by benchmarking the market and industry approaches. - Lead the team to draft and enrich processes and policies to cover all support scenarios. - Work with leadership and internal peer functions to drive continuous improvement projects.
Qualifications
Minimum Qualifications - Experience in managing country/regional teams. - Experience in management in Oncall service, customer service and seller success fields. - Experience in program management and ability to manage large, complex programs and drive change. - Experiences in building, managing and influencing relationships with stakeholders, using data to generate insights and solving complex problems. Preferred Qualifications - Experience in the eCommerce industry is a plus. - Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment. - Detail oriented, experience with KPIs and quality
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.
