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Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. As a Solutions Program Manager, you will collaborate with cross-functional teams (Product and Operations) to build business requirements and streamline processes.

Roles & Responsibilities
- Collaborate closely with product, program, and operation teams (upstream and downstream) to define requirements and priorities for merchant integration systems and tools
- Work with Selling Partner Services (SPS) Program, Partner Operations, Knowledge Management, Quality teams to identify and recommend product solutions that address process inefficiencies and align with strategic objectives.
- Develop and maintain SOP best practices and standards to ensure consistent, efficient processes across the organization.Serve as primary point of contact for sellers regarding integration-related inquiries, issues, and escalations, providing timely resolutions and guidance
- Monitor key performance metrics and analyze data to identify trends, insights, and areas for improvement in merchant integration processes
- Lead cross-functional projects and initiatives to address merchant experience
- Ensure quality framework is in place based on the business types/facts by coordinating across stakeholders
- Create detailed Business Requirements Documents to justify product investments and address service gaps, aligning with business goals and operational needs

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience
- 5+ years experience in business operations or program/product management roles with a focus on merchant integration or similar functions
- Excellent analytical and problem-solving skills with the ability to analyze data, identify trends and data driven decisions
- Excellent written, verbal and interpersonal communication skills
- Excellent Stakeholder Management skills
- Excellent skills for communicating and relating with both team members and customers
- Good written and verbal communication skills in English
- Passion for delivering an exceptional integration experience for merchants, downstream, and upstream teams
- Work comfortably with Microsoft Word and Excel

Preferred Qualifications
- Experience in commerce or marketplace platforms

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

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $104711 - $192533 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.