Global E-commerce - SOP Enablement Program Manager

TikTok

4.5

(6)

Pasig, Philippines

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.
  • Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
  • We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
  • Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.
  • #A206964

    Position summary

    r ourselves, our company, and the users we serve.
    Join us.

    About the Team
    E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Moderation Team is part of the Governance and Experience organization. Our mission is to provide world-class service and experience for customers, sellers and creators.
    We are looking for an SOP Enablement Program Manager to be responsible for building robust processes, identifying opportunities for improvement, and partnering with dependent teams to improve tools and systems for internal and external customers. This position will develop, standardize, and enhance processes to drive efficiency and scalability for the Service and Moderation Team.

    Roles & Responsibilities

    • Develop SOPs for Customer Service, Seller Support, and Creator Support teams;
    • Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams;
    • Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment. Lead process improvement efforts;
    • 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;
    • Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track;
    • Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.

    Qualifications

    Minimum Qualifications

    • Bachelor's degree or equivalent practical experience
    • 3 years of experience in operations, program, or project management; preferably with experience in developing SOPs
    • Familiarity with SOPs - executing, contributing to, and creating them
    • Proficiency in English

    Preferred Qualifications

    • Experience working cross functionally with tech and non-tech teams
    • Experience in eCommerce or marketplace platform is a plus

    ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.

    #LI-Onsite

    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.
  • Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
  • We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
  • Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.