At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.

Join us.

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.

Responsibilities:

- Lead Country Service Delivery team covering Quality Assurance, Training, and Partner Operations on a day-to-day basis to drive continuous improvement together with all internal functions by leveraging all available resources.
- Fully responsible for country performance through BPO partners and in-house Program Managers.
- Build and ensure a high-performing customer service team to deliver operational excellence to our end users.
- Define success metrics and manage team KPIs by coaching and providing guidance to ensure metrics and quality targets are achieved.
- Proactively seek solutions to improve operational efficiency and quality by working with product, operation, and policy teams.
- Implement best practices, set up processes and policies to cover dispute processes, and make sure service policies are in line with each region's customer demand and local regulations.
- Interpret reporting and analysis to drive service excellence initiatives, and use insights from data to drive product improvements on both user-facing processes and agent-facing tools and systems.
- Identify training needs and work with all functional teams to deploy training for outsourced BPO partners to improve service quality.

Qualifications

Minimum Qualifications:
- BA/BS degree or equivalent practical experience.
- Minimum 3 years managing country-specific teams and above 5 years of management experience in Customer Service.
- Experience building, managing, and influencing relationships with senior stakeholders, using data to generate insights, and solving complex problems.
- Good written and verbal communication skills in English & Spanish.
- Strong leadership, self-motivated, and able to thrive in ambiguity and in a matrix environment.
- Ability to function independently and within a team environment with a demonstrated track record in motivating and coaching staff to maximize their potential.
- English fluency

Preferred Qualifications:
- Experience in eCommerce platforms in the relevant region
- Proven experience in data analysis, particularly in conducting root cause analysis, to effectively
- Excellent written, verbal, and interpersonal communication skills with experience to present to C-Level leadership

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.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs, or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2