TikTok Shop - Risk and Emergency Program Manager

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Responsibilities

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, with offices in New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

About the team
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. The Service and Moderation Team (SMT) is part of the GNE organization, responsible for delivering trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a Product and Emergency Escalation Program Manager to manage product safety, product quality, and crisis response systems, driving tool automation, full channel coverage, rapid resolution, and defect reduction.

Roles & Responsibilities

1. Establish and supervise operational processes and tools for product quality and safety escalations from customer contacts, product reviews, and social media.
2. Drive internal collaboration with cross-functional teams on processes regarding product takedowns and recalls.
3. Monitor and manage broader high-risk customer service issues, build SOPs, and preventive mechanisms.
4. Conduct statistical analysis to identify trends and commonality across customer feedback sources.
5. Design and lead the implementation of systems and processes to detect defects and enable cross-functional teams to quickly fix issues.
6. Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.
7. Champion customer experience by proactively identifying problems and performing root cause analysis/diagnosis leading to significant impact.

Qualifications

Minimum Qualifications
- Bachelor's degree or equivalent practical experience in the service or operation excellence department, preferably in an eCommerce or high growth environment.
- Experience in program management, with knowledge and experience in initiating and managing large, complex programs.

Preferred Qualifications
- Experience in eCommerce or marketplace platforms is a plus.
- Professional certificates in the program management field, such as PMP, and skills in quantitative and qualitative analysis of customer insights.

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. We are passionate about inspiring creativity and bringing joy, and we hope you are too.