Shop Buyer Service Expert Program Manager
1 day ago
About Us
At TikTok, we strive to create a safe and trustworthy marketplace for our users. The Service and Moderation Team (SMT) is a key part of our Global E-Commerce organization, responsible for ensuring a seamless experience for our customers and partners.
We're seeking a Customer/Partner Service Solution PM to lead our product and workflow teams. The ideal candidate will be responsible for developing solutions that improve our customer service and partner support processes.
Responsibilities
- Develop product and process solutions for customer service and partner support teams.
- Identify product or process problems and opportunities, and perform root cause analysis/diagnosis to drive significant impact.
- Understand problems, policies, and risks, and 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 our rapidly changing environment.
- Facilitate tech changes and updates, and create and maintain system and process documentation.
- 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 driving product enhancements in a fast-paced environment.
- Experience writing and presenting SOPs.
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