Regional Service Solution Lead - TikTok Shop

TikTok; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading technology company in Singapore is seeking a Regional Service Solution Lead to manage Service Go-To-Market readiness. The role involves optimizing service frameworks and leading cross-functional projects aimed at enhancing user experience. Ideal candidates will have extensive experience in eCommerce and service solutions management, with strong skills in team development and data analysis. This role is essential to ensure successful market integration and service delivery.

Benefits

Inclusive workplace culture

Opportunities for professional development

Qualifications

• 5+ years of managing global Service Solutions in eCommerce.
• 3+ years managing outsourced BPO vendors.
• Ability to function across groups and influence at all levels.

Responsibilities

• Establish and optimize regional solution frameworks.
• Lead cross-functional projects to enhance user experience.
• Attract and develop high-performing talent.

Skills

Service Solutions Management

eCommerce Marketplace Experience

BPO Vendor Management

Cross-Functional Collaboration

Data Analysis

Education

BA/BS degree or equivalent

Job description

Regional Service Solution Lead - TikTok Shop

Location: Singapore

Employment Type: Regular

Job Code: A127787

About the team
Governance and Experience (GNE) 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 GNE organization is our Service and Support Center (SSC) delivers Customer Service to our Buyers, Partners and internal users. As part of SSC is our Selling Partner Support (SPS) team who are responsible for supporting our Partners and internal users. We are looking for a Regional Service Solution Lead, who will be responsible for managing Service Go-To-Market (GTM) readiness through regional standard-operating-procedure (SOP), sales-campaign readiness and training for a service support launch.

Roles & Responsibilities

• Establish regional solution framework, localize existing Global Standard Operating Procedure (SOP) framework and optimize SOP by collaborating with Regional GTM PM to ensure successful resolution satisfaction goal achievement.
• Lead a GTM team to optimize the localization of the globally created SOP while retaining the global standards to avoid regional deviations that weaken the effectiveness of the original SOP.
• Collaborate closely with Governance and Experience, product, program, and operation teams to define requirements and prioritize for merchant integration systems and tools.
• Lead cross-functional projects and initiatives to address user (including buyer, merchant and creator) experience.
• Monitor key performance for Buyer, Seller & Creator metrics and analyze data to identify trends, insights, and areas for improvement in all integration processes.
• Talent Management: Attract high performing talent for new positions, develop learning & development coaching plans to elevate our talent for tomorrow.
• Team Management: Lead a team of program managers, conduct regular 1on1s, team meetings and support employees to own their career development.
• Team Performance Coaching: Encourage regular feedback to identify employee learning and development opportunities, elevating performance.

Minimum Qualifications

• BA/BS degree or equivalent practical experience, advanced degree preferred.
• 5+ years of managing global Service Solutions with experience in eCommerce marketplace platform.
• 3+ years experience of managing outsourced BPO vendors for both Near-Shore and Manila Off-Shore.
• Experience in Go-To-Market BPO readiness with proven ability to optimise US Central SOPs for UK&EU regional markets.
• Ability to successfully function across groups and drive influence throughout all levels of the organization.

Preferred Qualifications

• Strong understanding of regional industry standards, business operations and regulatory requirements.
• Possession of quality management certifications such as Sigma, Lean Management, or others.
• Passion for and deep understanding of the TikTok ecosystem and TikTok Shop business.

Job Information

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

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.