TikTok Commerce -SOP & Resolution Program Manager (Italian Speaking)

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About the team
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.

As part of GNE organization is our Service and Moderation Team (SMT), who deliver Customer Service to our Buyers, and Selling Partner Support to our Sellers & Creators.

The Selling Partner Support (SPS) team is seeking an SOP & Resolution Program Manager who will be responsible for building robust processes, identifying opportunities for improvement when dealing with escalated cases to enable front-line teams.

Roles and Responsibilities

1. SOP Development and Improvement

• Develop SOPs for Seller Support, and Creator Support teams to ensure alignment with best practices and compliance standards.
• Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across external teams.
• Monitor the effectiveness of resolutions and continually refine processes to improve operational outcomes.
• 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.
• 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
• Work closely with department heads to understand operational needs and incorporate them into SOPs.
• Conduct regular audits and process reviews to ensure SOPs are up-to-date and reflect current practices

2. Resolution Program Management

• Lead the resolution by identifying recurring issues, analysing root causes, and implementing solutions to prevent future occurrences.
• Promptly escalate critical/high-risk cases to the appropriate authority.
• Manage and respond to internal/external partner enquiries escalated by vendor teams quickly, proficiently and professionally
• Collaborate with cross-functional teams to address challenges and ensure timely resolution of issues.
• Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance the operating process and improve overall partner experience.
• Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment. Lead process improvement efforts.

Qualifications

Minimum Qualifications

• Bachelor's degree or equivalent practical experience required.
• 3 years of operations, program, or project management experience, ideally involving SOP development.
• Familiarity with executing, contributing to, and creating SOPs.
• Demonstrates effective, clear and professional written and oral communication.
• Be able to work with Italian and English in a professional setting as the role might work with Italian-speaking and English-speaking stakeholders in the UK market

Preferred Qualifications:

• Experience in Commerce or platform is a plus.
• Lean Six Sigma Yellow+ Belt is a plus
• Proven experience of working with multiple stakeholders across regional markets
• Proven experience working cross-functionally with tech and non-tech teams

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.