TikTok Shop - SOP Program Manager

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 the GNE organization, our Service Support Centre (SSC) provides customer service to Buyers, Partners, and internal users. Within SSC, the Selling Partner Support (SPS) team focuses on supporting our Partners and internal stakeholders. Driving the growth of our Selling Partners is a key priority for SPS. We are looking for a Standard Operating Procedures (SOP) Program Manager (PM) to develop and implement robust processes, identify areas for improvement, and collaborate with cross-functional teams to enhance internal SOP tools and systems. This role will be responsible for developing, standardizing, and optimizing processes to drive both efficiency and scalability.

Role and Responsibilities
- Develop and implement Standard Operating Procedures (SOPs) for the Global Appeal Support teams, ensuring they effectively address issues while aligning with company policies and principles
- Ensure SOPs are written in clear, concise, and easily understandable language, with accurate guidelines and workflows
- Conduct regular audits and process reviews to ensure SOPs remain up-to-date and reflect current practices
- Collaborate with policy owners, the BPO team, the training team, and the QA team to continuously optimize SOPs
- Gain a thorough understanding of relevant policies to identify problems and risks, then translate those into SOP-based solutions that improve processes and workflows
- Create and maintain system documentation to track SOP status, user ratings, and feedback, using this information to identify areas for improvement
- Develop and implement mechanisms to track and measure the effectiveness of SOPs. Use analysis results to refine SOPs and improve the overall appeal operation
- Provide training to training teams, ensuring they understand and can effectively apply the established processes and procedures
- Manage SOP-related projects, participate in relevant meetings, drive discussions to conclusion, and provide professional insights based on SOP best practices
- Contribute to SOP-related tool enablement and optimization efforts to enhance tool utilization and improve operational efficiency

Qualifications

Minimum Qualifications
- Bachelor's degree or equivalent practical experience
- At least 3 years of experience in operations, program, or project management, involving SOP development
- Proven analytical skills with proficiency in Excel and the ability to structure and analyze dashboards
- Strong written and verbal communication skills, with the ability to effectively coordinate processes and projects involving internal and external stakeholders
- Experience in project management, including coordination across different teams and geographies
- Ability to work in a fast-paced, diverse environment, with experience managing multiple tasks simultaneously

Preferred Qualifications
- Experience working with remote or virtual teams
- Background in the commerce industry
- Strong problem-solving skills and the ability to navigate complex, cross-functional projects

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 $77968 - $101333 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.