lavori da Manager Security in località United States

Responsibilities

About the team: TikTok's Customer Support team aims to deliver industry-leading support to inspire creativity and bring joy. We seek an experienced, results-oriented individual to join this mission-driven team.

About the role: We are looking for Quality Program Managers (QPM) to develop, optimize, and implement our customer support quality assurance and measurement frameworks. Using advanced lean methodologies, the QPM will enhance our QA functions to improve overall customer satisfaction. The role involves close collaboration with cross-functional teams such as the Pillar QA Team, Partnership Management Team, Business Insights Team, SOP Team, and Product/Engineering Teams to build and refine comprehensive QA frameworks, procedures, and KPIs aligned with global standards.

Responsibilities include:

1. Strategic Framework: Collaborate with peer and XFN teams to design and optimize quality workflows that improve customer service performance, establish quality standards, define success metrics, and monitor effectiveness, including maintaining rigorous audit processes.
2. Process and Implementation: Communicate and cascade the quality frameworks and programs globally, ensuring deep understanding of mechanisms, measurements, and regional projects.
3. Project Management: Initiate, process, and complete global quality improvement projects, evaluate priorities, and ensure ROI aligns with customer satisfaction goals.
4. Performance Monitoring & Reporting: Use data analytics to track KPIs like CSAT, FRT, FCR, and resolution time, providing actionable insights through reports and dashboards.
5. Continuous Improvement: Stay updated with industry trends and explore new tools and approaches to enhance customer support quality.

Qualifications include a bachelor’s degree or equivalent experience, at least 3 years in customer support QA, strong analytical skills, and excellent communication. Preferred qualifications involve managing global projects, knowledge of Six Sigma/Lean, and experience in product operations or platform build-up.

Why Join Us: TikTok is a global platform inspiring creativity through short-form videos. We foster a diverse, innovative environment committed to impact and growth. Join us to be part of a team that values curiosity, humility, and resilience.

Diversity & Inclusion: We are dedicated to creating an inclusive workplace that values diverse perspectives and experiences, reflecting our global community.

Trust & Safety: We prioritize platform safety and employee wellbeing, providing comprehensive support to ensure a healthy, safe, and inclusive work environment.