TikTok Shop - OnCall Experience Resolution Program Manager - #1706574

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.

As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for an OnCall Experience Resolution PM to support internal

Responsibilities:

• Escalation Handling: Receive and handle all escalations from frontline Oncall team members, Onall users, and other internal stakeholders, and provide effective solutions at speed;
• Experience Recovery: Responsible to monitor internal issues not being resolved timely, and take ownership to create workable solutions to narrow down/eliminate the gaps.
• Root-Cause Analysis: Identify root-cause of customer issue, work with Governance teams, Global Product, Policy and Process teams for root-cause resolution to prevent or reduce the reoccurances of issues.
• Single Point of Contact: Act as SPOC (Single point of contact) our out business Account Managers, taking ownership to resolve issues for their accounts and meet their expectations.
• Work with internal Quality Monitoring and Training teams to train new hires
• Maintain weekly/monthly/bi-monthly reviews with teams and internal stakeholders.
  
  

Qualifications

Minimum Qualifications

• Bachelor's degree or equivalent practical experience required.
• Proven track record in data analysis, with a focus on root cause analysis.
  
  

Preferred Qualifications:

• Experience in commerce platforms in the relevant region;
• Capable of functioning independently and within a team environment, with experience in e-commerce or marketplace platforms being advantageous.
  
  

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.