TikTok Shop - SOP Enablement Program Manager

TikTok

4.5

(6)

Ho Chi Minh City, Vietnam

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.
  • #A26639A

    Position summary

    munities we serve.
    Join us.

    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 striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team is part of the Governance and Experience organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop.

    Roles & Responsibilities:

    • Develop SOPs for Customer Service, Seller Support, and Creator Support teams by Collaborating with various departement and XFN to develop clear and comprehensive standard operating procedures for all relevant processes and tasks.
    • 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, followed also remain accurate and up to date.
    • 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 and enhance overall performance.
    • Facilitating training sessions to ensure that all team understand and adhere to the established SOPs. This may involve providing guidance, conducting workshops, or developing training materials coordinate with Training team.

    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.

    Preferred Qualifications

    • Experience working cross functionally with tech and non-tech teams.
    • 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.

    #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.