TikTok Shop - SOP Program Manager (Italian speaking), EMEA Customer Service

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Responsibilities

SMT is looking for an Italian-speaking SOP Program Manager within the EMEA Customer Service team.

Roles & Responsibilities

1. Develop service solutions for the service teams under full service model for buyers.
2. Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
3. Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment. Lead process improvement efforts.
4. Facilitate tech changes and updates. Create and maintain system documentation and provide training and support to team members and others as needed to ensure processes and procedures are understood and followed.
5. Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.
6. Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.

Qualifications

Minimum Qualifications

1. Bachelor's degree or equivalent practical experience with abundant experience in a service or experience management consulting role.
2. Experience in consulting, delivering advisory services, extended workforce, and people management.
3. Experience in program management and ability to manage large, complex programs and drive change.
4. Fluent in Italian in order to closely work with clients, vendors, and partners.

Preferred Qualifications

1. Experience in E-Commerce or marketplace platforms.
2. Ability to work well as part of a team and process all business requests in a simultaneous way.
3. Able to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.
4. Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.

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.