TikTok Shop - Services Solutions Program Manager
Core
Drive root-cause analysis and develop scalable process and product solutions to improve customer experience and operational efficiency for TikTok Shop's Mexico operations.
Role type
Services Solutions Program Manager
Builds
Scalable processes, policies, and product solutions for Buyer, Seller, and Creator service experiences
Domain
E-commerce marketplace operations
Deliverable
product features
Required skills
root-cause analysis, cross-functional partnership, project management, process improvement, stakeholder management, ROI evaluation
Preferred skills
e-commerce marketplace operations, product launch support, customer service KPIs (CSAT, SLA, AHT, FCR)
Technologies
N/A
Responsibilities
Develop Mexico service strategy and tactical improvement plan; Convert voice of customer and ticket trends into prioritized product enhancements; Partner with BPO vendors to ensure effective implementation of service solutions; Support new product launches and policy updates by coordinating service readiness; Evaluate compensation and resolution strategies using measurable ROI indicators
Seniority
Mid-Senior, hands-on IC