4,035 jobs for "Process Lead"

Senior Manager, Production Support - PULSE Network

At Capital One - Houston · Plano

Posted on Sep 24

View job Apply on company site

Full Time Branch Ambassador - Railroad

At Capital One - Hammond

Posted on Sep 24

View job Apply on company site

TikTok Shop - Service Delivery Program Manager

At TikTok - Bangkok

Posted on Sep 23

View job Apply on company site

Strategic Programs & AI Transformation Manager - Indonesia - GBS

At TikTok - Jakarta Selatan

Posted on Sep 23

View job Apply on company site

Part Time Branch Ambassador - East Plano

At Capital One - Plano

Posted on Sep 23

View job Apply on company site

Customer Quality Analyst

At Cummins - Pune

Posted on Sep 22

View job Apply on company site

Audit Compliance Manager I

At TD Bank - Mt Laurel

Posted on Sep 22

View job Apply on company site

SOC Analyst

At Leidos - Canberra

Posted on Sep 22

View job Apply on company site

Senior Manager, Software Engineering

At Nike - Beaverton

Posted on Sep 22

View job Apply on company site

Strategy & Operations Manager, APAC Business Marketing

At TikTok

Posted on Sep 21

View job Apply on company site

Part Time Branch Ambassador - La Place Area

At Capital One - Laplace

Posted on Sep 20

View job Apply on company site

Part Time Branch Ambassador - Belle Promenade

At Capital One - Marrero

Posted on Sep 20

View job Apply on company site

Senior Manager - Federal Tax Compliance

At Diageo - Budapest · Bangalore

Posted on Sep 19

View job Apply on company site

Manager Research Technology, Vice President - BlackRock Manager Research (BMR), Multi-Asset Strategies & Solutions (MASS)

At BlackRock - Atlanta

Posted on Sep 19

View job Apply on company site

Sr. Software Architect

At Leidos - San Diego

Posted on Sep 18

View job Apply on company site

Full Time Branch Ambassador - Mattituck

At Capital One - Mattituck

Posted on Sep 18

View job Apply on company site

Part Time Branch Ambassador Southampton

At Capital One - Southampton

Posted on Sep 18

View job Apply on company site

Full Time Branch Ambassador - Eastern Maryland (North Cluster)

At Capital One - Baltimore · Dundalk

Posted on Sep 18

View job Apply on company site

Full Time Branch Ambassador - North Fork Area

At Capital One - Mattituck · Riverhead

Posted on Sep 18

View job Apply on company site

Senior Manager, Accounting, Controllers Group

At Capital One - Richmond · McLean

Posted on Sep 18

View job Apply on company site

TikTok

TikTok Shop - Service Delivery Program Manager

Bangkok, ThailandOperationsPosted Sep 23, 2026

Apply on company site View full job

Why you should apply for a job to TikTok:

4.5/5 in overall job satisfaction
4.5/5 in supportive management
100% say women are treated fairly and equally to men
100% would recommend this company to other women
100% say the CEO supports gender diversity

Ratings are based on anonymous reviews by Fairygodboss members. See all reviews ›

Responsibilities

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. The Service Operations team, part of the SEA GNE organization, delivers trustworthy and excellent service experiences for every user of TikTok Shop.

Reporting to the Service Delivery Lead, the Service Delivery PM is the human in the loop; leveraging automation, AI-driven insights, and scalable processes to drive continuous improvement in service quality, knowledge accuracy, and agent proficiency for their assigned country market. This role has end-to-end service delivery excellence: from identifying gaps through data and automation, to designing and executing interventions, to measuring outcomes and iterating.

Responsibilities
- Serve as the primary country domain owner for operational issue management, coordinating fast resolution for our users, across internal cross-functional teams and BPO partners.
- Define and execute country-level service delivery strategy across quality assurance, knowledge management, training, and operational improvement.
- Own country-level operational quality scorecards, track performance against targets, and proactively escalate risks with recommended actions.
- Identify and help scale AI-enabled solutions working with regional service solutions team, such as chatbot, intelligent routing, automated QA, and knowledge automation.
- Use AI-powered tools, automation, dashboards, and quality monitoring data to identify service gaps, risks, fatal errors, and coaching opportunities.
- Act as the human-in-the-loop to validate AI insights, prioritize interventions, and ensure automation outputs meet quality, accuracy, and safety standards.
- Lead root cause analysis on quality failures, repeat contacts, escalation patterns, and contact drivers to improve service outcomes.
- Design and implement scalable QA processes, audit frameworks, coaching mechanisms, and performance monitoring systems.
- Partner with Regional Solutions, Product, Policy, BPO teams, and other stakeholders to close knowledge gaps and improve first-contact resolution.
- Analyze user feedback and operational data to redesign inefficient workflows and drive automation-first process improvements.
- Drive BPO performance, working closely with Partner Operations Manager using audit results, knowledge assessments, and performance metrics.

Qualifications

Minimum Qualification(s)
- Bachelor's degree or above with 3+ years of experience in Operations, Quality Assurance, Knowledge Management, or Customer Service, ideally spanning more than one of these disciplines.
- Demonstrated experience using data and analytics to drive operational improvements (e.g., proficiency in Excel/Sheets, dashboards, and data visualization tools to analyze customer service KPIs and processes).
- Strong analytical and problem-solving skills with a track record of identifying root causes and implementing scalable solutions.
- Experience working with BPO partners, including performance management, coaching, and training.
- Self-motivated and comfortable working independently in a fast-paced, diverse, global team environment with a bias for action and continuous improvement.

Preferred Qualification(s)
- Experience with AI/automation tools in a customer service context (e.g., chatbots, automated QA scoring, AI-assisted knowledge management, or intelligent workflow tools).
- Experience in e-commerce, marketplace platforms, or high-volume consumer service environments.
- Understanding of regional industry standards, business operations, and regulatory requirements in Southeast Asia.
- Project management experience with the ability to manage multiple concurrent initiatives and deliver on tight timelines.

Responsibilities

Qualifications

Qualifications

Minimum Qualification(s)
- Bachelor's degree or above with 3+ years of experience in Operations, Quality Assurance, Knowledge Management, or Customer Service, ideally spanning more than one of these disciplines.
- Demonstrated experience using data and analytics to drive operational improvements (e.g., proficiency in Excel/Sheets, dashboards, and data visualization tools to analyze customer service KPIs and processes).
- Strong analytical and problem-solving skills with a track record of identifying root causes and implementing scalable solutions.
- Experience working with BPO partners, including performance management, coaching, and training.
- Self-motivated and comfortable working independently in a fast-paced, diverse, global team environment with a bias for action and continuous improvement.

Preferred Qualification(s)
- Experience with AI/automation tools in a customer service context (e.g., chatbots, automated QA scoring, AI-assisted knowledge management, or intelligent workflow tools).
- Experience in e-commerce, marketplace platforms, or high-volume consumer service environments.
- Understanding of regional industry standards, business operations, and regulatory requirements in Southeast Asia.
- Project management experience with the ability to manage multiple concurrent initiatives and deliver on tight timelines.

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

Size: 10,000+ employees
Industry: Technology: Consumer Internet

View company profile