DirecciónTikTok Shop-Case Investigation and Solution Manager
Mexico City Regular Operations Job ID: A113225
Responsibilities
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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo. Why Join Us Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy
- a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact
- for ourselves, our company, and the communities we serve.
Join us. Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization.
Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SMT is looking for a Partner Operations Manager role to run the BPO vendors and the daily operational performance. The role will be responsible for the performance of the contact center operations and continuous improvement of the customer journey.
Responsibilities:
- Develop service solutions for the service teams under a full service model for buyers, sellers, and suppliers.
- Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
- Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment.
Lead process improvement efforts.
- Facilitate tech changes and updates.
Create and maintain system documentation and provide training and support to team members and others as needed to ensure processes and procedures are understood and followed.
- Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.
- Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.
Qualifications
Minimum Qualifications:
- Bachelor's degree or equivalent practical experience with proven experience in a service or experience management consulting role.
- Proficiency in English and Spanish is required for the role.
- Proven experience in consulting, delivering advisory services or extended workforce roles.
- Proven experience in program management and ability to manage large, complex programs and drive change.
- Able to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.
Preferred Qualifications:
- Ability to work well as part of a team and process all business requests in a simultaneous way.
- Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.
- Experience in eCommerce or marketplace platform is a plus.
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 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://shorturl.at/cdpT2
