Job Description
TikTok Shop - Service Solution Project Manager Location: Los Angeles Employment Type: Regular Job Code: A86674 Responsibilities Our E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user experience and work on policies, rules, products, and systems to ensure quality. The Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. We provide customer support to all US TikTok Shop buyers across their full end-to-end journey, including presales, logistics, and aftersales. SSC is looking for an experienced Service Solution Project Manager role to drive regional operational excellence. Develop, implement and manage new market launch readiness programs to ensure services with quality improvement on client satisfaction, process and cost efficiency. Manage and prioritize global and regional projects related to TTS partners (sellers and creators) / customers (buyers) experience and service quality. Collaborate with cross-functional teams and stakeholders to identify, evaluate and address risks, opportunities and dependencies across project stages. Seek out cross-project synergies (across global initiatives, regional plans and inter-dependent projects) and ensure leveraged opportunities across all project initiatives. Take up ownership of end-to-end project management, such as overseeing the master schedule of initiatives, designing project plans and ensuring that all interdependencies are identified and factored into the master schedule. Create and maintain readiness documentation of all processes and procedures and ensure that all training materials are accessible for new delivery centers. Keep track of key metric results and call