To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

Description
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. SMT is looking for a Workflow Solution Program Manager role to be responsible for building robust processes and products, identifying opportunities for improvement, and partnering with dependent teams to improve tools and systems for internal and external customers. This position will enhance products and processes to drive efficiency and scalability for SMT.

Roles & Responsibilities
- Collaborate with regional service delivery teams to develop a decision tree product from inception to completion.
- Comprehend the operational processes of the service delivery team, and convert manual processes into an automated workflow to enhance efficiency and accuracy.
- Utilize rapid, agile development techniques and processes to create intelligent solutions for a rapidly evolving environment.
- Proactively identify product or process issues and opportunities, conducting root cause analysis and work with regional stakeholders towards solutioning.
- Facilitate tech changes and updates, maintaining system documentation and providing support to team members to ensure understanding and adherence to processes and procedures.
- Effectively manage project and stakeholder meetings, driving discussions to conclusions, and ensuring programs stay on track.

Qualifications

Minimum Qualifications
- Bachelor's degree or equivalent practical experience.
- 3+ years of experience in customer service operations, Customer experience improvement, or project management; preferably with experience in developing Standard Operational Procedures (SOPs) or automated workflows for a complex customer service environment.
- Strong understanding of operation process flows within contact centre operations.
- Experience in the eCommerce marketplace platform or Customer Service is a plus.

Preferred Qualifications
- Experience writing and presenting BRDs.
- Experience working cross functionally with tech and non-tech teams.

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.

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