TikTok Shop - SOP Program Manager

About the Team



Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop (TTS). SSC is looking for a SOP Program Manager to support regional operational excellence initiatives.



Responsibilities:

- Support the development, implementation and coordination of new product or service launch readiness programs to ensure trustworthy and excellent service experiences — helping maintain or improve customer satisfaction and cost efficiency.

- Assist in managing and tracking global and regional projects related to TTS partners (Sellers and Creators) / customers (Buyers) experience and service quality.

- Collaborate with cross-functional teams and stakeholders to identify, evaluate and escalate risks, opportunities and dependencies across project stages.

- Identify operational issues and support root cause analysis/diagnosis efforts to drive measurable improvements.

- Support end-to-end project coordination by maintaining project trackers, updating timelines, documenting action items and following up on deliverables to keep initiatives on track.

- Create, organize and maintain readiness documentation of processes and procedures and ensure that training materials are updated and accessible for regional delivery centers.

- Develop an understanding of regional problems, policies and risks, and support translating them into process improvements across internal and external teams.

- Track key metrics and highlight potential risks throughout the project lifecycle. Provide regular status updates and support seamless handovers with regional service teams to ensure smooth operational launches.

- Contribute to continuous improvement initiatives by gathering feedback, analyzing data and supporting optimization efforts with key stakeholders.

- This is an individual contributor role.