TikTok Shop - Global Product & Process Program Manager

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, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact-for ourselves, our company, and the users we serve. Join us.

About the Team
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.

As part of GNE organization is our Service and Support Centre (SSC), who deliver Customer Service to our Buyers, and Selling Partner Support to our Sellers & Creators.
The Selling Partner Support (SPS) team are looking for a Product & Process PM to be responsible for service products and process development and optimization. Aim to partner with global service centers driving an excellent service experience for TikTok E-commerce.

Responsibilities
- Be the partner of Service delivery and Product development teams to assess, define and propose the right product solutions, develop business requirements documentation and drive end to end implementation of product launches.
- Proactively identify product or process problems and opportunities and perform root cause analysis/diagnosis and provide recommendations of the right product solutions that will contribute to improvement in efficiency of process, product and customer experience.
- Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
- Leverage rapid, agile development techniques and processes to create solutions for a rapidly changing environment.
- Facilitate tech changes and updates. Create and maintain system and process documentation and provide support to team members and others as needed to ensure processes and procedures are understood and followed.
- Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.

Qualifications

Minimum Qualifications
- Bachelor's degree or equivalent practical experience.
- Experience in customer service operations and strategy, program, or project management; preferably with experience in product program management.
- Experience working cross functionally with tech and/or non-tech teams globally.
- Experience in driving product and process enhancements in a fast paced environment.
- Experience writing and presenting BRD.

Preferred Qualifications
- Experience in working with stakeholders across different geographic locations.
- Experience in the E-commerce marketplace platform or Customer Service is a plus.

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.