TikTok Shop - Services Solutions Program Manager
Core
Identify service pain points and develop scalable process and product solutions to improve customer experience and operational efficiency for Buyers, Sellers, and Creators on TikTok Shop Brazil.
Role type
Senior IC program manager (services solutions)
Builds
Scalable operational workflows, SOPs, and product enhancements for global service operations
Domain
E-commerce marketplace operations
Required skills
root-cause analysis, cross-functional collaboration, project management, process improvement, operational data analysis, stakeholder alignment
Preferred skills
e-commerce marketplace operations, product launch support, customer service KPIs (CSAT, SLA, AHT, FCR), SOP development
Technologies
N/A
Responsibilities
Develop scalable process and product solutions to improve service experiences; Analyze customer feedback and operational data to identify root causes; Partner with cross-functional teams to translate business needs into solutions; Lead cross-functional projects from identification through implementation; Support new product launches with service readiness and training; Create and optimize operational workflows and documentation
Seniority
Senior, hands-on IC