TikTok Shop - SAM Category Operations Manager

Sell Partner Growth

• Ensure our selling partners have a seamless experience getting onto and using the platform, ramping up quickly, and continuously growing on the platform while sustaining good health and performance.
• Monitor the operational health and performance of selling partners under your responsible category(ies), direct BPO resources to proactively address health and performance risks which may block seller growth.
• Collaborate with Account Managers, design targeted and tailored outreach (coaching and education) to improve health and performance and unblock revenue potential.
• Ensure effective BPO agent communication and engagement with selling partners, including early warning communication with risky partners, promote guidance on platform rules and regulations, hold improvement sessions with sellers on their fulfillment and support performance.

BPO Operational Performance

• Manage the BPO team to ensure high performance.
• Address BPO-agent quality or compliance issues raised by Account Managers, ensuring front-line BPO teams deliver best in class quality experience and resolution - meeting the Partners' expectations.
• Identify BPO knowledge, training and quality gaps and collaborate with SOP PM, Quality Assurance and Training PM, apply effective training and quality frameworks to ensure BPO team understand the process and product well, can use the most effective methods to address selling partners' servicing needs and remove roadlocks preventing their growth.

Processes & Improvement

• Identify new process opportunities that can help selling partners reduce violations, increase education penetration, increase campaign participation.
• Identify process gaps that prevent BPO from self-solving partner issues creating transfer escalations, and refine with XFN collaboration to enable BPO to self-solve future case types.
• Work with escalation from selling partners or Account Managers. Resolve issues within target service level. Identify root cause, and implement changes to address root-cause to prevent future escalations of this case type.

Qualifications

• Minimum Qualifications:
  • Bachelor's degree or equivalent practical experience required.
  • +3 years experience in a Sales, Account Management, or Customer Success role.
  • Familiarity with executing, contributing to, and creating SOPs.
  • Demonstrates effective, clear and professional written and oral communication.
  • Ability to collaborate cross-functionally with both tech and non-tech teams.
  • Project management experience.
  • Experience with E-commerce, marketplace platforms.
• Preferred Qualifications:
  • Demonstrates strong commercial thinking and an ownership mindset.
  • Experienced in working with or managing BPO teams focused on account management or sales.

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

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.

TikTok Accommodation

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request.

Job Information

[For Pay Transparency] Compensation Description (Annually) The base salary range for this position in the selected city is $88920 - $159600 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units. Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).