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. 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.
As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. As part of SSC is our Selling Partner Support (SPS) team who are responsible for supporting our Partners and internal users. Selling partner growth is a key focus area for SPS. We are looking for a leader to lead a team of Program/Project Managers responsible for products and process development and optimization for selling partner growth. Aim to partner with global service centers driving an excellent service experience and enhancing selling partner health and performance for TikTok E-commerce.

Responsibilities
- Be the partner of Service delivery and Product development teams to assess, define and propose the right product solutions, develop business requirements documentation and drive end to end implementation of product launches.
- Proactively identify product or process problems and opportunities and perform root cause analysis/diagnosis and provide recommendations of the right product solutions that will contribute to improvement in efficiency of process, product and customer experience.
- Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
- Leverage rapid, agile development techniques and processes to create solutions for a rapidly changing environment.
- Facilitate tech changes and updates. Create and maintain system and process documentation and provide support to team members and others as needed to ensure processes and procedures are understood and followed.
- Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.
- Own the overall Project Portfolio Management responsibility across all projects related to selling partner growth.
- Design the PM framework within which projects are prioritized, created, managed and completed.
- Assist your team on day-to-day workings, monitor progress and ensure on time delivery of projects.

Qualifications

Minimum Qualifications
- Bachelor degree or equivalent practical experience.
- 5+ years of project management, market research or business analysis experience.
- 3+ years of Team Leadership Experience: Demonstrated leadership skills with experience in leading and developing teams. This includes managing performance, coaching, and fostering a positive work environment for teams across different geographical location.

Preferred Qualifications
- Experience in eCommerce or marketplace platforms.
- Experience in customer service operations, customer success operations.
- Experience in product program management.
- Expert knowledge of program/project management methodology.
- Experience in writing and presenting BRD, driving product and process enhancements in a fast paced environment.
- Expert knowledge of understanding organisational strategies and needs, the creation of frameworks, processes and systems optimisation to efficiently reach organisational goals.
- Strategic and analytical mind used to evaluate impacts and determine relevant KPIs in service of company and organization objectives.

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.