TikTok Shop - Services Solutions Program Manager

Description

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. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.

Within GNE, the Service Support Centre (SSC) provides customer service for Buyers, Sellers, and Creators across the globe. TikTok Shop is seeking a Services Solutions Program Manager to support Mexico across Buyer, Seller, and Creator operations. In this role, you will identify service pain points, drive root-cause analysis, and develop scalable process and product solutions that improve customer experience and operational efficiency. You will partner closely with Product, Policy, Risk, Logistics, Payments, and regional teams to implement solutions, support new launches, and ensure operational readiness.

Responsibilities:
- Partner with the Mexico Country Service Lead to develop the Mexico service strategy and tactical improvement plan.
- Develop scalable processes, policies and product solutions to improve Buyer, Seller and Creator service experiences.
- Convert VOC, ticket trends, operational feedback, and service insights into prioritized product enhancements.
- Partner with cross-functional teams to translate business needs into product enhancements and service operational solutions.
- Partner with BPO vendors and internal operations teams to ensure service solutions are effectively implemented and consistently executed across frontline operations.
- Support new product launches, policy updates and operational changes by coordinating service readiness.
- Evaluate compensation and resolution strategies as service investments, using measurable ROI indicators such as CSAT lift, contact rate reduction, repeat contact prevention and improved customer outcomes.
- Act as a bridge between Mexico's local operational realities and global service, product and policy frameworks — ensuring solutions are practical, scalable and locally relevant.

Requirements

Minimum Qualifications:
- Bachelor's degree or equivalent practical experience.
- + 5 years of proven experience in customer service operations, process improvement, program management, Product Operations, or project management.
- Strong analytical and problem-solving skills with experience performing root-cause analysis.
- Experience working cross-functionally with both technical and non-technical stakeholders.
- Excellent project management, communication, and stakeholder management skills.
- Ability to thrive in a fast-paced, ambiguous environment.
- High Oral/Written proficiency in English and Spanish is required for this role due to cross functional collaboration with global teams.

Preferred Qualifications:
- Experience in e-commerce, marketplace, or platform operations.
- Experience partnering with Product teams to improve customer experience and operational processes.
- Familiarity with customer service KPIs (CSAT, SLA, AHT, FCR, contact rate, etc.).
- Experience supporting product launches, SOP development, training, and operational readiness.