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 Crisis Response Center (CRC) team who are responsible for supporting customer escalations and seller appeals. We are looking for a Risk and Emergency Management Operation Lead who will be leading the Partner Operations Program Manager Team.

Responsibilities
- Leading partner programs by developing and implementing partner programs across the region that focus on enhancing workflows, processes, and performance metrics. Continuously evaluate and refine existing programs to ensure they align with the company's goals and objectives. Monitor the success of these programs by quarterly business reviews and make necessary adjustments to improve their effectiveness.
- Performance metrics and data analysis by monitoring key performance indicators related to partner operations and analyzing the data to identify areas for improvement. Utilize data analytics to optimize outcomes across various aspects of operations. Communicate insights derived from data analysis to relevant stakeholders to inform decision-making.
- Collaboration with cross-functional teams by fostering strong relationships with teams such as process & product, quality & training, resource teams, and other stakeholders, to ensure seamless collaboration and information sharing. Facilitate communication and coordination among teams to minimize conflicts and maximize efficiency to identify and address any issues that may arise within these teams, working towards resolving them cohesively.
- Talent management and leadership by hiring, training, and developing a high-performing team of Partner Operations Managers, QA and trainers. Provide guidance, mentorship, and support to team members to help them achieve their professional goals. Conduct performance evaluations and provide constructive feedback to team members to improve their skills and contributions to the organization.

Qualifications

Minimum Qualifications
- Bachelor's Degree in business administration, project management or equivalent practical experience.
- 5+ years' of relevant working experience in project/program management, online moderation/customer service with at least 2 years' experience in operational management/leadership.
- Track record of launching and delivering partner management improvements across multiple geographical locations.
- Flexible in schedule and capable of travelling to Business Partner sites frequently.

Preferred Qualifications
- Master's degree in business administration or equivalent practical experience.
- Experience in E-Commerce or marketplace platforms.
- Experience in facilitating business review discussions about complex topics, influence, and reach agreements with higher management.
- Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.

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.