TikTok Shop - Category Operations Associate

TikTok; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading social media platform in London is seeking a Service Category Manager to oversee the health and performance of selling partners. You will ensure seamless onboarding, monitor operational performance, and collaborate with the Account Management team to enhance partner success. The ideal candidate holds a Bachelor's degree and has sales or account management experience, along with fluency in English and one other EU language. Join us for a creative career in a vibrant team!

Qualifications

• Experience working with third-party agencies or partners.
• Project management experience preferred.

Responsibilities

• Ensure seamless onboarding for selling partners.
• Monitor operational health and performance of sellers.
• Collaborate with Account Managers to improve seller performance.
• Address quality issues raised by Account Managers.
• Identify new process opportunities to reduce violations.

Skills

Sales experience

Account Management

Customer Success

Fluent in English

Fluency in Italian, French, Spanish, or German

Education

Bachelor's degree or equivalent practical experience

Job description

Responsibilities

About the team

Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for users and partners. We focus on policies, rules, products, and systems to ensure quality. We seek passionate talents to join us in creating an innovative, secure, and intuitive commerce ecosystem.

Our Service Support Centre (SSC), part of the GNE organization, provides Customer Service to Buyers, Partners, and internal users. The Seller Partner Growth (SPG) team within SSC focuses on the future growth of selling partners. We are looking for a Service Category Manager responsible for the health and performance of selling partners in specific categories, leveraging outsourced and in-house resources. You will collaborate closely with the Account Management team to ensure a frictionless experience for sellers and align their growth with Account-Management OKRs.

Roles and Responsibilities

• Selling Partner Growth:
• Ensure seamless onboarding and usage of the platform for selling partners, enabling quick ramp-up and continuous growth.
• Monitor operational health and performance of sellers; direct outsourced resources to address risks proactively.
• Collaborate with Account Managers to design targeted outreach (coaching and education) to improve seller performance and unlock revenue.
• Maintain effective communication and engagement with outsourced agents and selling partners, including early warning alerts for risky partners.
• Promote platform rules and regulations; hold improvement sessions with sellers on fulfillment and support performance.

• Outsourced Operational Performance:
• Address quality or compliance issues raised by Account Managers, ensuring outsourced teams deliver high-quality support.
• Align training and quality frameworks so outsourced teams understand processes and products to support partners effectively.

• Processes & Improvement:
• Identify new process opportunities to help selling partners reduce violations, increase educational content visibility, and improve campaign qualifications.
• Identify process gaps preventing outsourced teams from self-solving partner issues; collaborate with cross-functional teams to refine these processes.
• Work with escalations from partners or Account Managers to resolve issues within target service levels, identifying root causes and implementing preventative changes.

Qualifications

Minimum Qualifications

• Bachelor's degree or equivalent practical experience.
• Experience in Sales, Account Management, or Customer Success roles.
• Experience working with third-party agencies or partners.
• Fluent in English and at least one of the following: Italian, French, Spanish, or German, to collaborate with EU stakeholders.

Preferred Qualifications

• Commercial thinking and ownership mindset.
• Project management experience.

About TikTok

TikTok is a leading platform for short-form mobile videos, inspiring creativity and bringing joy. Our headquarters are in Los Angeles and Singapore, with offices worldwide including New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

We foster creativity and innovation, creating value for communities and inspiring joy. Our teams embrace curiosity, humility, resilience, and a growth mindset, enabling us to achieve breakthroughs together. Join us to be part of a limitless journey.

Diversity & Inclusion

TikTok is committed to an inclusive environment that values diverse skills, experiences, and perspectives. We aim to reflect the communities we serve and celebrate diversity as part of our mission to inspire creativity and bring joy.