TikTok Shop - Product Escalation Program Lead

Responsibilities

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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

E-commerce's Governance and Experience (GNE) 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 (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a Product and Emergency Escalation Program Manager role to be responsible for managing product safety, product quality and crisis response system, driving tool automation, full channel coverage, rapid resolution and defect reduction.
Roles & Responsibilities // 角色和责任
1. Program Management: Lead and manage SMT product escalation (Andon Cord) program from ideation to execution, ensuring alignment with business objectives and timelines.
2. Team Management: Lead, mentor, and develop a high-performing global team, fostering a culture of continuous improvement and collaboration.
3. Product Escalation Strategy: Establish and supervise operational processes and tools for product quality and safety escalations come from customer contacts, product reviews, and social media.
4. Technology Implementation: Oversee the implementation of advanced product solutions to enhance operational capabilities and drive innovation
5. Communication and collaboration: Foster strong collaboration between cross-functional teams to integrate and optimize Andon Cord within the broader service operation network.
6. Design and lead the implementation of systems and processes to detect defects and enable cross-functional teams to quickly fix the issues;
7. Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track

Qualifications

Minimum Qualifications
1. Bachelor's degree or equivalent practical experience;
2. 5 years of experience in the service or operation excellence department, with a demonstrated ability to lead and manage teams effectively.
3. Proven program management knowledge and experience in initiating and managing large, complex programs;
4. Ability to lead cross functional meetings and influence leadership, build effective and productive relationships across business stakeholders;
5. Experience in either product quality, safety field or emergency handling

Preferred Qualifications
1. Experience in eCommerce or marketplace platform is a plus.
2. 5 years experience working cross functionally to successfully deliver complex projects
3. Proven ability to lead, inspire, and develop high-performing teams, fostering a culture of ownership, innovation, and continuous improvement.
4. Ability to identify issues, develop solutions, and implement them effectively.

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.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2

Job Information

【For Pay Transparency】Compensation Description (annually)

The base salary range for this position in the selected city is $125400 - $235980 annually.​

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Pa