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.

About the Team:
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users but also partners and creators. 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.

Role and Responsibilities:
- Attract talents for new roles and design inclusive learning and development plans that empower the team to grow, excel, and contribute to our future success.
- Build and lead a regional team of Leads, Program Managers, Resolution SMEs, and Knowledge Management Specialists.
- Lead teams through fast-paced changes, embracing calculated risks to stay agile and responsive to evolving business needs.
- Lead seamless onboarding processes for new Commerce Partners, ranging from local small businesses to global brands.
- Ensure a smooth, profitable experience for partners throughout the onboarding process, driving operational efficiency.
- Collaborate with BPO suppliers to ensure a high-performing Tier 1 front-line team that delivers world-class services to partners.
- Build and manage an in-house team with regional expertise to support BPO operations, aiming for 98% issue resolution on the first attempt at high speed.
- Leverage reporting, partner feedback, and analysis to drive continuous improvements in service quality.
- Use data insights to optimize customer-facing processes and improve internal agent tools and systems.
- Analyze core business performance metrics and prepare insights for weekly/monthly business reviews.
- Represent your team's performance in business reviews, communicating results to senior leadership and regional/global stakeholders.

Qualifications

Minimum Qualifications:
- BA/BS degree or equivalent practical experience, advanced degree preferred.
- 5+ years of experience in commerce or marketplace platforms, working in customer support/success at a Senior Leader level with C-Team stakeholder management
- Proven experience in leading and developing people managers, with a strong performance coaching culture.
- Proven Experience in managing blended footprint of near/offshore BPO networks and in-house resources
- Proficiency in English and Spanish is required for this role.

Preferred Qualifications:
- Strong analytical abilities to interpret data, identify trends, and make data-driven decisions to optimize service delivery processes and performance.
- Lean Six Sigma Yellow+ Belt qualification.
- Strong understanding of regional industry standards, business operations, and regulatory requirements.
- Experience managing 3PL 4PL logistics processes.
- Portuguese speaking is a plus.

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