Tiktok E-commerce

Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

About the team
E-commerce's Governance and Experience (GNE) 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 (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a SOP Enablement Team Lead role to be responsible for workflow team management. The team will be responsible for the knowledge production of Global Contact Centers, from working processes to policies to empower global operations equipped with the correct knowledge.

Roles & Responsibilities
1. A people manager to manage a global working group which will be producing the processes and policies for global Contact Centers;
2. Identify the knowledge gaps based on operational KPIs and sample cases, drive solutions for the team and contribute to global Customer Satisfaction improvement;
3. The role is a comprehensive role who will lead the team to produce knowledge for both Customers, Merchants and Creators;
4. Be responsible for conveying knowledge to global Contact Centers for both Tier1 and Tier2;
5. Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams;
6. Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment;
7. 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;
8. Effectively manage project and stakeholder meetings, drive discussions to conclusion, and keep programs on track;
9. Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.

**Qualifications**:
1. Bachelor's degree or equivalent practical experience;
2. 5 years of experience in a service or experience management consulting role;
3. Experience in consulting, delivering advisory services, extended workforce, and people management;
4. Experience in program management and ability to manage large, complex programs and drive change;
5. Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment;
6. Ability to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements;
7. Ability to work well as part of a team and process all business requests in a simultaneous way;
8. Excellent analytical, leadership, organizational, stakeholder management, and problem-solving skills;
9. Experience in eCommerce or marketplace platform 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 our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.