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:
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.
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