TikTok Shop - Escalation Program Manager

About the Team

TikTok E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for users, sellers, and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality. The Service Support Center Team is part of the Governance and Experience organization. Our mission is to provide world-class service and experience for customers, sellers, and creators.

Responsibilities

• Manage seller and creator enquiries escalated by internal teams (account managers/creator managers and seller support) through the oncall ticket system.
• Identify the root cause of escalated issues and provide appropriate resolutions to deliver excellent service.
• Summarize Q&A and log it into the knowledge management tool.
• Promptly escalate critical/high-risk cases to the appropriate authority.
• Monitor the execution of improvement plans to ensure the Oncall team meets all performance-related metrics (e.g., CSAT, SLA).
• Coordinate with cross-functional teams/departments to resolve seller/creator issues, follow up, and ensure close-loop on all escalations.
• Identify ongoing issues and eliminate repeat complaints to reduce escalation rates, enhance operating processes, and improve overall seller and creator experience.
• Identify areas of opportunity to improve performance and work with the 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 to meet and exceed department standards.
• Create and manage SOPs, enhance Products & Processes, and work closely with Operation Product, QA, Education, and Policy teams to optimize oncall products/systems and 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 and developing clear, transparent communication related to programs and processes.
• Support ad-hoc projects and initiatives per business needs.
• Help shape strategy and implementation for the oncall team readiness plan.

Qualifications

Minimum Qualifications

• BA/BS degree or equivalent practical experience.
• 3+ years of experience in a customer service/customer support environment.
• Experience creating escalation processes 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 teams.
• Experience using AI and automation tools to improve operations and support experiences.

Preferred Qualifications

• Using data to generate insights and solve complex problems.
• Proactive and continuous improvement attitude.
• High problem-solving and prioritization skills.
• Experience in eCommerce or marketplace platforms is a plus.

Pay

The base salary range for this position is $88,920 - $159,600 annually. Compensation may vary depending on qualifications, skills, competencies, experience, and location. Base pay is one part of the total package, which may include additional discretionary bonuses/incentives and restricted stock units.

Benefits

• Day-one access to medical, dental, and vision insurance.
• 401(k) savings plan with company match.
• Paid parental leave.
• Short-term and long-term disability coverage.
• Life insurance.
• Wellbeing benefits.
• 10 paid holidays per year.
• 10 paid sick days per year.
• 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).