Escalation Program Manager - TikTok Shop

Responsibilities

• Manage seller and creator enquiries escalated by internal teams (account managers/creator managers and seller support) teams through the oncall ticket system.
• Identify the root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service.
• Summarize the Q&A and log in to the knowledge management tool.
• Promptly escalate critical/high-risk cases to the appropriate authority.
• Maintain monitoring of the execution of improvement plans to ensure the Oncall team is meeting all performance-related metrics (e.g. CSAT, SLA).
• Coordinate with all cross-functional teams/departments to resolve seller/creator issues, follow-up and make sure close-loop on all escalations.
• 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.
• Identify areas of opportunities to improve performance, work with oncall service and operation leader to develop a comprehensive improvement plan.
• Respond to internal and external seller and creator escalations quickly, proficiently and professionally while meeting specific quality expectations.
• Adhere to established procedures and guidelines while providing quality seller and creator support in order to meet and exceed department standards.
• Create and manage SOPs, enhance Products & Processes, work closely with Operation Product, 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.
• Partner with QA & Training Program Manager on training projects strategy, management and operation.
• Engage sellers and creators to develop long-term relationships and confidence in TikTok Shop.
• 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.
• Support ad-hoc projects and initiatives per business needs.
• Help shape strategy and implementation for oncall team readiness plan.

Qualifications

• BA/BS degree or equivalent practical experience.
• +3 years' experience in a customer service/customer support environment.
• Experience creating the escalation process or handling escalation cases.
• Experience building, managing and influencing relationships with internal stakeholders.
• Experience driving process and tooling optimization and implementations for customer service or support team.