TikTok Shop - Service Solution Program Manager (Risk Management)
Core
Lead scalable resolution of service escalations, safety and integrity-related incidents, and cross-functional recovery efforts for TikTok Shop users.
Role type
Senior IC program manager (risk management & service solutions)
Builds
Service solution programs, escalation operating mechanisms, and recovery processes for global e-commerce marketplace
Domain
E-commerce / Marketplace / Risk Management
Required skills
program management, project planning, risk mitigation, stakeholder alignment, process improvement, operational readiness, triage standards, severity assessment, post-resolution review, proactive risk detection, reporting
Preferred skills
eCommerce or marketplace platform experience, experience working with Product/Policy/Quality/Operations teams, developing escalation playbooks and training programs
Technologies
N/A
Responsibilities
Develop and manage strategic service solution programs; lead coordinated responses to high-priority escalations and safety incidents; own end-to-end program management for global initiatives; act as single point of contact for critical escalations; establish escalation operating mechanisms; drive experience recovery for unresolved issues; maintain structured review cadences; build mechanisms to proactively detect service defects; report actionable insights to leadership
Seniority
Senior, hands-on IC