Shop -Oncall Escalation Program Manager

Responsibilities
About the team

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 Support Center (SSC) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SSC is looking for a regional/country service delivery leader to manage our service delivery on a day-to-day basis and drive continuous improvement together with inhouse teams and BPO suppliers.

Roles & Responsibilities

• Establish effective escalation SOP & process and guidelines.

• Manage seller and creator enquiries escalated by internal stakeholders teams through the oncall ticket system.

• Identify the root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service.

• Promptly escalate critical/ high-risk cases to the appropriate authority.

• Monitor the execution of improvement plans to ensure the oncall team is meeting all performance-related metrics (e.g. CSAT, SLA)

• Coordinate with other teams/ departments to resolve customer issues, follow-up and make sure close-loop to all escalations.

• Partner with QA & Training Program Manager to coach the oncall service team agents on escalation case studies.

• Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance the operating process and improve overall seller and creator experience and confidence in TikTok e-commerce.

• Identify areas of opportunities to improve performance, work with oncall service and operation leader to develop a comprehensive improvement plan.

• Work with the SOP, product operations, project management, QA, Education and Policy teams to optimize oncall products/systems, new and existing processes.

• Work with the GNE enforcement cross-functional teams to identify collaboration opportunities and share feedback and insights.

• Lead and facilitate effective communication between orgs, functions and teams, by building strong partnerships, moving between communication styles, developing clear and transparent communication related to programs and processes.

Qualifications
Minimum Qualifications

• BA/BS degree or equivalent practical experience.

• Experience creating escalation process or handling escalation cases.

• Experience building, managing and influencing relationships with internal stakeholders.

Preferred Qualifications

• Experience in the eCommerce industry is a plus.

• Experience in Quality Assurance under customer service environment is a plus.

• Detail oriented, experience with KPIs and quality

• QA in a customer service environment

• Problem solver, data driven, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure / analyze dashboards).

• Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders

About TikTok
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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.​

Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.​

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.​

​

Diversity & Inclusion​

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.​