Global Services Solutions PM — Ecommerce Ops (Mexico)

TikTok; Mexico; On-site; MXN 700,000 - 900,000; Full time

Job summary

TikTok is seeking a Services Solutions Program Manager to support Mexico in Buyers, Sellers, and Creators operations. You will identify service pain points, drive root-cause analysis, and develop scalable process and product solutions to improve customer experience and operational efficiency.

You will partner with Product, Policy, Risk, Logistics, Payments, and regional teams to implement solutions, support launches, and ensure operational readiness.

Qualifications

• Bachelor's degree or equivalent practical experience.
• +5 years of proven experience in customer service operations, process improvement, program management, Product Operations, or project management.
• Strong analytical and problem-solving skills with experience performing root-cause analysis.
• Experience working cross-functionally with both technical and non-technical stakeholders.
• Excellent project management, communication, and stakeholder management skills.
• Ability to thrive in a fast-paced, ambiguous environment.
• High oral/written proficiency in English and Spanish is required for this role due to cross functional collaboration with global teams.

Responsibilities

• Identify service pain points, drive root-cause analysis, and develop scalable process and product solutions.
• Develop scalable processes, policies and product solutions to improve Buyer, Seller and Creator service experiences.
• Convert VOC, ticket trends, operational feedback, and service insights into prioritized product enhancements.
• Partner with cross-functional teams to translate business needs into product enhancements and service operational solutions.
• Partner with BPO vendors and internal operations teams to ensure service solutions are effectively implemented and consistently executed across frontline operations.
• Support new product launches, policy updates and operational changes by coordinating service readiness.
• Evaluate compensation and resolution strategies as service investments, using measurable ROI indicators such as CSAT lift, contact rate reduction and improved customer outcomes.
• Act as a bridge between Mexico's local operational realities and global service, product and policy frameworks.

Skills

Service operations

Process improvement

Program management

Product operations

Project management

Stakeholder management

Cross-functional collaboration

English & Spanish proficiency

Education

Bachelor's degree or equivalent

Job description

TikTok is seeking a Services Solutions Program Manager to support Mexico in Buyers, Sellers, and Creators operations. You will identify service pain points, drive root-cause analysis, and develop scalable process and product solutions to improve customer experience and operational efficiency.

You will partner with Product, Policy, Risk, Logistics, Payments, and regional teams to implement solutions, support launches, and ensure operational readiness.