Global Service Solutions & Escalations Manager

TikTok; Singapore; On-site; SGD 110,000 - 150,000; Full time

Job summary

TikTok is seeking a Service Solutions Program Manager to lead scalable resolution of escalations, safety incidents, and cross-functional recovery efforts across regions. You will act as escalation owner and drive strategic program management with stakeholders from Product, Policy, and Operations.

The role requires 3+ years in operations or program management within tech, the ability to navigate ambiguity, and strong stakeholder communication skills.

Qualifications

• BA/BS degree or equivalent practical experience.
• 3+ years of operations, program, or project management experience in tech or high-growth environments.
• Proven ability to manage projects independently and communicate with both tech and non-tech teams.

Responsibilities

• Lead scalable resolution of service escalations and incidents across regions.
• Own end-to-end program management for global and regional initiatives.
• Coordinate cross-functional recovery efforts and align stakeholders on ownership and timelines.
• Establish escalation operating mechanisms, triage standards, and post-resolution reviews.
• Maintain regular review cadences to track escalation trends and improvements.

Skills

Operations management

Program management

Project management

Stakeholder communication

Ambiguity navigation

Education

BA/BS degree or equivalent

Tools

Escalation playbooks

Job description

TikTok is seeking a Service Solutions Program Manager to lead scalable resolution of escalations, safety incidents, and cross-functional recovery efforts across regions. You will act as escalation owner and drive strategic program management with stakeholders from Product, Policy, and Operations.

The role requires 3+ years in operations or program management within tech, the ability to navigate ambiguity, and strong stakeholder communication skills.