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Quality Program Manager Smb

3 weeks ago

Singapore TikTok Full time

About TikTok
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, Mumbai, Singapore, Jakarta, Seoul and Tokyo.

TikTok's SMB Sales Team aims to help businesses and brands of all sizes unleash their creative side, connect with our audience, and drive revenue and growth. From designing scaled sales and service delivery programs to ensuring our customers have best-in-class tools and products at their fingertips, this team combines operational expertise with a customer-first mindset to help businesses achieve their marketing goals on TikTok, no matter how big or small.

**Responsibilities**:
1. Be the point of contact for a designated SMB quality program; Client Services, Account Management, or Strategic Sales.
2. Lead the development and implementation of a quality program following the existing quality COPC framework.
3. Provide critical consultation to business owners on Quality needs; products, tools, data, processes.
4. Lead designated stakeholder calibrations to align quality standards, capture feedback, and evolve programs based on validated hypotheses.
5. Perform consistent quality readouts and provide recommendations to strengthen business improvement through root cause analysis.
6. Partner with other regional Quality Program Managers to globalize processes and sustain a global framework.

**Qualifications**:

- Minimum 5+ years of Quality Programs experience.
- Ability to build strong relationships with different levels of stakeholders and influence change without direct authority.
- Demonstrated experience influencing organizational change.
- Experience with process improvement and process creation.
- Experience building programs with a structured approach; strategic design thinking a plus
- Ability to work in fast and evolving workflows with an eye for detail.
- Comfortability in exercising quality standards in ambiguous scenarios.
- Computer fluency and understanding the necessity of a data-driven approach.
- Vendor experience, a plus.
- COPC familiarity, 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 creating an environment that reflects the many communities we reach. We believe individuals shouldn't be disadvantaged because of their background or identity but instead should be considered based on their strengths and experience.