TikTok Shop - Service Solution Program Manager

TikTok; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

TikTok Shop’s Global E-Commerce Governance and Experience (GNE) team seeks a Service Solution Program Manager to drive regional operational excellence for TikTok Shop. This role leads readiness programs for new product launches and coordinates cross-functional initiatives across buyers, sellers and creators to ensure high-quality service experiences.

You will own end-to-end PM processes, identify risks, and translate region-specific policies into scalable solutions, while delivering measurable

Qualifications

• Minimum 3+ years of operations, program, or project management experience in tech.
• Proven ability to manage projects independently and communicate with both tech and non-tech teams.
• Able to navigate ambiguity in a fast-changing, matrix environment.

Responsibilities

• Develop, implement and manage new product or service launch readiness programs to ensure trustworthy and excellent service experiences.
• Manage and prioritize global and regional projects related to TikTok Shop partners and customers, coordinating cross-functional teams.
• Identify problems, perform root-cause analysis and drive impactful improvements.
• Own end-to-end project management, maintain master schedules and drive on-time delivery.
• Create and maintain readiness documentation and training materials for regional delivery centers.

Skills

Project management

Stakeholder management

Cross-functional

Analytical thinking

Education

BA/BS degree

Job description

TikTok Shop - Service Solution Program Manager

Location:

Employment Type:

Regular

Job Code:

A152760A

Responsibilities

About the TeamGlobal 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 Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop (TTS). SSC is looking for an experienced Service Solution Project Manager role to drive regional operational excellence. SSC is looking for an experienced Service Solution Project Manager role to drive regional operational excellence for the region.

• Develop, implement and manage new product or service launch readiness programs to ensure trustworthy and excellent service experiences - maintaining or improving customer satisfaction and cost efficiency.
• Manage and prioritize global and regional projects related to TTS partners (Sellers and Creators) / customers (Buyers) experience and service quality. Collaborate with cross-functional teams and stakeholders to identify, evaluate and address risks, opportunities and dependencies across project stages.
• Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.
• Take up ownership of end-to-end project management, effectively managing the master schedule of initiatives, designing project plans and ensuring that all interdependencies are identified, drive discussions to conclusions, and keep projects on track.
• Create and maintain readiness documentation of all processes and procedures and ensure that all training materials are accessible for regional delivery centers.
• Understand region/country-specific problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
• Keep track of key metric results and call out risks throughout the project period. Report project progress in proactive and timely manners. Execute seamless handovers with regional service teams to ensure operations up and running.
• Understand region/country-specific problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
• Continuously drive improvement iterations with key business stakeholders to support excellent business metrics and future development.

Qualifications

• Minimum Qualifications- BA/BS degree or equivalent practical experience.
• 3+ years of operations, program, or project management experience in the tech industry, fast-paced or high growth environment.
• Fast learner and team player capability. Proven experience in managing projects independently, delivering results in projects and managing stakeholder communications with both tech and non-tech teams.
• Adaptable and able to navigate through ambiguity and a fast changing environment, with proven track record to thrive in a matrix environment.
• Strengths in logical thinking, problem solving, ability to work in a dynamic, deadline-driven work environment, attention to detail, and ability to multitask.
• Preferred Qualifications- Strong ownership and a team player, always focused on delivering results with high standards.
• Comfortable working in a fast-paced, evolving environment with user-centric priorities.
• Experience in eCommerce or marketplace platforms.

Job Information

About TikTok

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.

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