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 Brazil 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:
- Develop scalable process and product solutions to improve Buyer, Seller, and Creator service experiences.
- Analyze customer feedback, service metrics, and operational data to identify root causes and drive continuous improvements.
- Partner with cross-functional teams to translate business needs into product enhancements and operational solutions.
- Lead cross-functional projects from problem identification through implementation, ensuring alignment across regional and global stakeholders.
- Support new product launches and operational changes by coordinating service readiness, including SOPs, training, quality assurance, and knowledge management.
- Create and optimize operational workflows, documentation, and best practices to improve efficiency and service quality.
- Monitor solution performance and recommend improvements based on business impact and customer outcomes.

Requirements

Minimum Qualification(s):
- 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 is required for this role due to cross functional collaboration with global teams.

Preferred Qualification(s):
- 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.