Job Description

Global Operations



Regional Service Solution Lead - TikTok Shop



Location

:



Singapore



Employment Type

:



Regular



Job Code

:



A127787



Responsibilities



About the team

Governance and Experience (GNE) 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 Support Center (SSC) delivers Customer Service to our Buyers, Partners and internal users. As part of SSC is our Selling Partner Support (SPS) team who are responsible for supporting our Partners and internal users. We are looking for a Regional Service Solution Lead, who will be responsible for managing Service Go-To-Market (GTM) readiness through regional standard-operating-procedure (SOP), sales-campaign readiness and training for a service support launch.



Roles & Responsibilities

Establish regional solution framework, localize existing Global Standard Operating Procedure (SOP) framework and optimize SOP by collaborating with Regional GTM PM to ensure successful resolution satisfaction goal achievement. Lead a GTM team to optimize the localization of the globally created SOP while retaining the global standards to avoid regional deviations that weaken the effectiveness of the original SOP. Collaborate closely with Governance and Experience, product, program, and operation teams to define requirements and prioritize for merchant integration systems and tools. Lead cross-functional projects and initiatives to address user (including buyer, merchant and creator) experience. Monitor key performance for Buyer, Seller & Creator metrics and analyze data to identify trends, insights, and areas for improvement in all integration processes. Talent Management: Attract high performing talent for new positions, develop learning & development coaching plans to elevate our talent for tomorrow. Team Management: Lead a team of program managers, conduct regular 1on1s, team meetings and support employees to own their career development. Team Performance Coaching: Encourage regular feedback to identify employee learning and development opportunities, elevating performance.

Qualifications



Minimum Qualifications

BA/BS degree or equivalent practical experience, advanced degree preferred. 5+ years of managing global Service Solutions with experience in eCommerce marketplace platform. 3+ years experience of managing outsourced BPO vendors for both Near-Shore and Manila Off-Shore. Experience in Go-To-Market BPO readiness with proven ability to optimise US Central SOPs for UK&EU regional markets. Ability to successfully function across groups and drive influence throughout all levels of the organization.

Preferred Qualifications

Strong understanding of regional industry standards, business operations and regulatory requirements. Possession of quality management certifications such as Sigma, Lean Management, or others. Passion for and deep understanding of the TikTok ecosystem and TikTok Shop business.

Job Information



About TikTok



TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.



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Why Join Us



Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect - and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.



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We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.



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Diversity & Inclusion



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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.