E-Commerce Program Manager

4 weeks 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. The Service and Moderation Team (SMT) is part of the GNE organization, working 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, responsible for knowledge production of Global Contact Centers. The ideal candidate will develop product and process solutions, identify problems and opportunities, and translate them into effective solutions.

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.
  • Understand problems, policies, and risks, and translate them into solutions that improve processes and workflows.
  • Leverage agile development techniques and processes to create solutions for a 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 in driving product enhancements in a fast-paced environment.
  • Experience in writing and presenting SOP.

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