Shop Buyer Service Solution Program Manager

1 week ago


Singapur, Singapore TikTok Full time
About the Team

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for our buyers, sellers, and creators. Our mission is to create a trustworthy E-commerce platform with a delightful service experience.

Job Summary

We are seeking a Customer/Partner Service Solution PM to manage product and workflow teams. The successful candidate will be responsible for developing solutions for Customer Service and partner Support teams, identifying product or process problems, and translating them into solutions that improve processes and workflows.

Key Responsibilities
  • Develop product and process solutions for Customer Service and partner Support teams.
  • Proactively identify product or process problems and opportunities, and perform root cause analysis/diagnosis leading to significant impact.
  • 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.
  • Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.
  • Develop Business Requirements documentation and drive implementation with product teams.
Requirements
  • Bachelor's degree or equivalent practical experience.
  • Experience in customer service operations, program, or project management.
  • Experience working cross-functionally with tech and non-tech teams.
  • Experience in driving product enhancements in a fast-paced environment.
  • Experience in writing and presenting SOP.
Preferred Qualifications
  • Experience in product program management.
  • Experience in the E-commerce marketplace platform or Customer Service.


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