Tiktok Shop

Responsibilities
About TikTok
TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok sponsorship of a visa.

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 platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, 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 communities we serve.
Join us.

About
The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.

About the team
E-commerce's Governance and Experience is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team is part of the Governance and Experience organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a Regional Service Solution leader to drive effective processes and product excellence.

**Responsibilities**:

- A people manager who will manage a regional working group of Program Managers who will be optimising processes for regional Contact Centers within the APAC region.
- Identify knowledge gaps based on operational KPIs and sample cases, drive solutions for the team and contribute to regional Customer Satisfaction improvement.
- Possesses excellent problem solving skills, being able to understand, analyze, deep dive and develop countermeasures including product and process solutions for regional service teams.
- Proactively identify product or process problems and opportunities and perform root cause analysis/diagnosis leading to significant impact and business outcomes.
- Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
- Ability to identify painpoints of buyers and sellers and co-relate them to process improvement opportunities.
- Leverage rapid, agile development techniques and processes to create solutions for a rapidly changing environment.
- Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.
- Plan, support and drive the succession of new implementations and launches in the region, include but not limited to QA, training and SOPs.
- Facilitate tech changes and updates. Create and maintain system documentation and provide training and support to team members and others as needed to ensure processes and procedures are understood and followed.
- Strong stakeholder management experience as this role will interface both with global and APAC country teams.

**Qualifications**:
Minimum Qualifications
- Bachelor's degree or equivalent practical experience.
- 5 years experience in customer service operations, program, or project management; preferably with experience in product program management.
- Experienced in working with cross functional stakeholders, tech and non-tech teams.
- Experience in program management and ability to manage large, complex programs and drive change.
- Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment.
- Excellent analytical, leadership, organizational, stakeholder management, and problem-solving skills.

Preferred Qualifications
- E-commerce marketplace platform or Customer Service experience 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 o