TikTok Shop - Regional Standard Operating Procedure (SOP) Enablement 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. Customer Service is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. Customer Service is looking for a SOP Enablement 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 Customer Service.



Responsibilities:

- Develop Standard Operating Procedures (SOP's) for local Customer Service, 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 conclusion, and keep programs on track.

- Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.