TikTok Shop - Escalation Program Manager

Description

About the Team:
TikTok E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our uses, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. The Service Support Center Team is part of the Governance and Experience organization. Our mission is to provide world-class service and experience for customers, sellers and creators.

We are looking for an Escalation Program Manager role who is responsible for handling escalations and complex cases for the AMER Oncall Service and Operation team.

Roles & Responsibilities:
- Manage seller and creator enquiries escalated by internal teams (account managers/creator managers and seller support) teams through the oncall ticket system.
- Identify the root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service.
- Summarize the Q&A and log in to the knowledge management tool.
- Promptly escalate critical/ high-risk cases to the appropriate authority.
- Monitor the execution of improvement plans to ensure the Oncall team is meeting all performance-related metrics (e.g. CSAT, SLA).
- Coordinate with all cross functional teams/ departments to resolve seller/creator issues, follow-up and make sure close-loop on all escalations.
- Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance the operating process and improve overall seller and creator experience.
- Identify areas of opportunities to improve performance, work with oncall service and operation leader to develop a comprehensive improvement plan.
- Respond to internal and external seller and creator escalations quickly, proficiently and professionally while meeting specific quality expectations.
- Adhere to established procedures and guidelines while providing quality seller and creator support in order to meet and exceed department standards.
- Create and manage SOPs, enhance Products & Processes, work closely with Operation Product, QA, Education and Policy teams to optimize oncall products/systems, new and existing processes.
- Work with the GNE enforcement cross-functional teams to identify collaboration opportunities and share feedback and insights.
- Partner with QA & Training Program Manager on training projects strategy, management and operation.
- Engage sellers and creators to develop long-term relationships and confidence in TikTok Shop.
- Lead and facilitate effective communication between orgs, functions and teams, by building strong partnerships, moving between communication styles, developing clear and transparent communication related to programs and processes.
- Support ad-hoc projects and initiatives per business needs.
- Help shape strategy and implementation for oncall team readiness plan.

Requirements

Minimum Qualifications:
- BA/BS degree or equivalent practical experience.
- +3 years' experience in a customer service/customer support environment.
- Experience creating the escalation process or handling escalation cases.
- Experience building, managing and influencing relationships with internal stakeholders.
- Experience driving process and tooling optimization and implementations for customer service or support team.
- Experience using AI and automation tools to improve operations and support experiences.

Preferred Qualifications
- Using data to generate insights and solve complex problems.
- Proactive and continuous improvement attitude.
- High problem solving and priority skills.
- Experience in eCommerce or marketplace platforms is a plus.