TikTok Shop - Seller Partner Support Solutions Program Manager

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.



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 Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. As a Solutions Program Manager, you will collaborate with cross-functional teams (Product and Operations) to build business requirements and streamline processes.



Roles & Responsibilities

- Collaborate closely with product, program, and operation teams (upstream and downstream) to define requirements and priorities for merchant integration systems and tools

- Work with Selling Partner Services (SPS) Program, Partner Operations, Knowledge Management, Quality teams to identify and recommend product solutions that address process inefficiencies and align with strategic objectives.

- Develop and maintain SOP best practices and standards to ensure consistent, efficient processes across the organization.Serve as primary point of contact for sellers regarding integration-related inquiries, issues, and escalations, providing timely resolutions and guidance

- Monitor key performance metrics and analyze data to identify trends, insights, and areas for improvement in merchant integration processes

- Lead cross-functional projects and initiatives to address merchant experience

- Ensure quality framework is in place based on the business types/facts by coordinating across stakeholders

- Create detailed Business Requirements Documents to justify product investments and address service gaps, aligning with business goals and operational needs