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 SOP Program Manager (PM) to be responsible for building robust processes (SOP), identifying opportunities for improvement, and partnering with dependent teams to improve tools and systems for internal and external customers. This position will develop, standardize, and enhance processes to drive efficiency and scalability. Your efforts will be crucial in enhancing the experience for our selling partners and ensuring the success of our multi-site BPO operations across regions.

Responsibilities

SOP Development and Improvement
- Develop and maintain SOPs for inbound support and outbound value-add activities for our key accounts to provide them a differentiated experience.
- Collaborate closely with Product and Process PM to ensure necessary growth process customization and localization are made to enable the BPO to deliver the most efficient and highest impact support to safeguard our selling partners on their growth journey.
- Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across external teams.
- Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.
- Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.
- Facilitate tech changes and updates. Create and maintain system documentation and provide training and support to team members and others as needed to ensure processes and procedures are understood and followed.
- Work closely with department heads to understand operational needs and incorporate them into SOPs.
- Conduct regular audits and process reviews to ensure SOPs are up-to-date and reflect current practices.

Resolution Program Management
- Manage and respond to internal/external partner enquiries escalated by vendor teams quickly, proficiently and professionally.
- Collaborate with cross-functional teams to address challenges and ensure timely resolution of issues.
- Lead and own the resolution by identifying recurring issues, analysing root causes, and implementing solutions to prevent future occurrences.
- Monitor the effectiveness of resolutions and continually refine processes to improve operational outcomes.
- Promptly escalate critical/high-risk cases to the appropriate authority.
- Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance the operating process and improve overall partner experience.
- Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment. Lead process improvement efforts.

Qualifications

Minimum Qualifications
- Bachelor's degree or equivalent practical experience required.
- 3+ years of operations, program, or project management experience, ideally involving SOP development.
- Familiarity with executing, contributing to, and creating SOPs.
- Demonstrates effective, clear and professional written and oral communication.
- Ability to collaborate cross-functionally with both tech and non-tech teams.

Preferred Qualifications
- Master's degree in business administration or equivalent practical experience.
- Experience in E-Commerce or marketplace platforms.
- Six Sigma or other process design certifications advantageous.

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.