TikTok Shop- Service Account Management Lead

Responsibilities

Manage a Partner Operation Support Specialist Team with a blended operational footprint of BPO Associates and in-house Category Operations Managers.

Design and implement a Premier Support-Solution for our Top Tier Partners to retain and grow their GMV, creating a trusted marketplace through education and effective coaching.

Work with internal Quality Monitoring and Training teams to train new hires / teams through intensive coaching and mentoring.

Ensure the team is fully trained and prepared to conduct the responsibilities of their role.

Proactively identify and resolve issues impacting sellers by working with team, peers, and management.

Contribute to special projects, that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management.

Actively manage direct reports, including establishing OKR goals for teams, providing feedback, coaching them to improve service quality, increase productivity and to achieve customer satisfaction.

Monitor OKR progress against established milestones.

Develop and maintain relationships with internal Operational stakeholders, attending cross-team / cross-site meetings and respond to client feedback.

Work with the Readiness, SOP, QA, Training and System teams to optimize new and existing processes impacting sellers/creators.

Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements.

Work with Recruiting / Staffing teams to identify, interview, and recruit talents for all team openings.

Qualifications

• BA/BS degree or equivalent practical experience.
• Data analysis, deep dive on root cause and problem solving skills
• Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems.
• People-oriented, self-motivated and able to thrive in ambiguity and in a matrix environment.
• Ability to function independently and within a team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential.

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

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.

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.