Process Improvement Lead
22 hours ago
About TikTok
TikTok is a leader in the short-form mobile video space. With offices located in various locations worldwide, including New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo, we are committed to providing a positive user experience.
The Selling Partner Support (SPS) team at TikTok is seeking an experienced Process Improvement Lead to join their team. In this role, you will be responsible for developing robust processes and identifying opportunities for improvement when dealing with escalated cases to enable front-line teams. You will need to understand problems, policies, and risks, and translate them into solutions that improve processes and workflows across external teams.
- Key Responsibilities
- - Manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.
- - Identify problems and opportunities and perform root cause analysis leading to significant impact.
- - Facilitate tech changes and updates, create and maintain system documentation, and provide training and support to team members.
Resolution Program Management
In this role, you will lead the resolution by identifying recurring issues, analyzing root causes, and implementing solutions to prevent future occurrences. You will also escalate critical/high-risk cases to the appropriate authority and identify ongoing issues and eliminate repeat complaints, reducing escalation rates to enhance the operating process and improve overall partner experience.
Qualifications
We require a Bachelor's degree or equivalent practical experience and 3 years of operations, program, or project management experience, ideally involving SOP development. You should have the ability to work with English in a professional setting and a strong understanding of process improvement methodologies.
The estimated salary for this position is around $115,000 per year, based on national averages and industry standards.
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