TikTok Shop - Service Solution Program Manager

Description

About the team
Global E-Commerce's 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 Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop (TTS). SSC is looking for an experienced Service Solution Program Manager role to drive regional operational excellence from our London Hub.

Roles & Responsibilities
- Collaborate closely with GNE, product, program, and operation teams to define requirements and priorities for merchant integration systems and tools
- Ensure processes (SOP) and training (KMT) are regionalised (localized) for our BPO vendor to resolve local service and support issues.
- Understand region/country-specific problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
- Work closely with the global SOP team to rapidly update process changes effectively.
- Facilitate tech changes and updates. Create and maintain system documentation.
- Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.
- Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.

Requirements

Minimum Qualifications
- Bachelor's degree or equivalent practical experience required.
- 3 years of operations, program, or project management experience, ideally involving SOP enhancement and localization.
- Familiarity with executing, contributing to, and creating SOPs.
- Ability to collaborate cross-functionally with both tech and non-tech teams.
- Ability to solve problems using data analysis and deep root‑cause analysis across multiple data points

Preferred Qualifications
- Effortless Experience: Lean Six Sigma Yellow+ Belt qualification.
- Industry Standard: Strong understanding of regional industry standards, business operations and regulatory requirements
- Experience in Implementation and program management of AI-driven initiatives
- Six Sigma or other process design certifications advantageous.