TikTok Shop
2 days ago
TikTok Shop - Global Product & Process Program Manager
Responsibilities
TikTok is the leading destination for short-form mobile video. 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.
Description
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for users and 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 to build an innovative, secure, and intuitive commerce ecosystem for our users. The Selling Partner Support (SPS) team is looking for a Product & Process PM responsible for service products and process development and optimization, partnering with global service centers to drive an excellent service experience for TikTok E-commerce.
Key Responsibilities:
Partner with Service delivery and Product development teams to assess, define, and propose product solutions, develop business requirements documentation, and drive end-to-end implementation of product launches.
Proactively identify product or process problems and opportunities, perform root cause analysis/diagnosis, and provide recommendations for product solutions that improve efficiency in processes, products, and customer experience.
Understand problems, policies, and risks, effectively translating 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 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.
3+ years of 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 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. We are passionate about this and hope you are too.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Technology, Information and Internet
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