TikTok Shop - SOP Enablement Program Manager

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About
The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates.With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.

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 local 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 conclusion, 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
• Experience working cross functionally with tech and non-tech teams
• Proficiency in English

Preferred Qualifications

• 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.

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