TikTok Shop - Service Solutions Program Manager (Oncall Service)

About the Team
Global E-Commerce's Governance and Experience team is responsible for ensuring a safe and trustworthy marketplace for buyers, sellers, and creators. The Service and Support Center team delivers trustworthy, high-quality service experiences for every TikTok Shop user.
We are looking for a Service Solutions Program Manager to lead scalable resolution of service escalations, safety and integrity-related incidents, and cross-functional recovery efforts. The role will serve as a key escalation owner for urgent operational risks while also driving strategic program management across service solutions, market readiness, process improvement, and stakeholder alignment.
Responsibilities
- Own the regional on-call service strategy, operating model, and service delivery roadmap to ensure effective support for internal stakeholders, sellers, and creators.
- Establish and continuously improve the escalation management framework, including KPIs, SOPs, workflows, ticketing processes, severity definitions, response standards, and governance mechanisms.
- Own critical or high-risk escalations, ensuring timely coordination, clear ownership, effective resolution, and transparent stakeholder communication.
- Lead root cause analysis for escalated issues, facilitate blameless post-mortems, and partner with cross-functional teams to prevent recurring issues.
- Drive service performance improvements by monitoring key metrics such as SLA, CSAT, escalation rate, backlog, productivity, and team utilization.
- Identify recurring pain points, training gaps, quality issues, and process inefficiencies, then develop actionable improvement plans with operations leaders and partner teams.
- Design and optimize service channels, intake mechanisms, and routing logic to ensure submitters can access the right support efficiently across different scenarios.
- Partner with Product, Operations, Policy, and regional teams to implement automation, AI-enabled solutions, and scalable case routing capabilities.
- Lead communication across organizations, providing clear, timely, and structured updates on incidents, service programs, process changes, and improvement initiatives to stakeholders, including leadership.
- Benchmark internal and external best practices to strengthen service operations, improve team effectiveness, and raise the overall standard of on-call support.
- Manage complex service improvement programs from planning to execution, ensuring alignment across stakeholders and measurable business impact.
Minimum Qualification(s)
- Bachelor’s degree or equivalent practical experience.
- 3+ years of experience in service operations, program management, process improvement, customer service, seller success, or related fields.
- Strong experience designing and optimizing operational processes, escalation frameworks, or support workflows.
- Proven ability to manage complex cross-functional programs, drive change, and deliver measurable service improvements.
- Strong analytical and problem-solving skills, with the ability to use data to identify trends, generate insights, and drive decisions.
- Comfortable working independently in ambiguous, fast-paced, and matrixed environments.
- Strong communication skills, with the ability to provide structured updates and manage situations.
Preferred Qualification(s)
- Advanced degree.
- Experience coaching, motivating, or enabling teams to improve performance and service quality.
- Experience in e-commerce, marketplace platforms, trust and safety, customer experience, or seller support is a plus.

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.

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.

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