TikTok Shop -SOP Program Manager, Seller Onboarding Support

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Join us.

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 are looking for a SOP Program Manager role 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 SMT.

Responsibilities

• Develop SOPs for 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 Qualification:

• Bachelor's degree or equivalent practical experience required.
• Experience with operations, program, or project management experience, involving SOP development.
• Experience with executing, contributing to, and creating SOPs.

Preferred Qualifications:

• Experience in commerce or marketplace platform
• Experience with seller support
• Stakeholder Management : Ability to successfully function across groups and drive influence throughout all levels of the organization.
• Six Sigma training and or COPC (certification 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.