2 days ago

TikTok Shop - Oncall Escalation Program Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Lead TikTok Shop’s oncall escalation program within the Service and Support Center, managing day-to-day service delivery for seller and creator escalations. Build and run escalation SOPs and ticket workflows, drive root-cause resolution, and ensure critical cases are escalated appropriately. Monitor performance against CSAT and SLA metrics, partner across QA, training, policy, and operations to coach teams and implement continuous improvement plans, and close the loop on escalations.

Location: London

Workplace: Onsite

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Key Responsibilities

•Establish effective escalation SOPs, processes, and guidelines for oncall handling.
•Manage seller and creator escalations via the oncall ticket system and ensure appropriate resolutions.
•Promptly escalate critical/high-risk cases to the appropriate authority.
•Monitor improvement plan execution and ensure the oncall team meets performance metrics such as CSAT and SLA.
•Coordinate with teams (QA, training, SOP, product operations, project management, education, and policy) to optimize oncall systems and processes and facilitate close-loop communication across orgs.

Key Requirements

•BA/BS degree or equivalent practical experience.
•Experience creating escalation processes or handling escalation cases.
•Experience building, managing, and influencing relationships with internal stakeholders.
•Proficient in using KPIs and quality metrics (detail oriented) in a customer service context.
•Excellent written and spoken communication skills to coordinate processes and projects with internal and external stakeholders.

Experience:ECommerce

Education:Bachelor's

Skills:CommunicationStakeholder managementProblem-solvingData-driven thinkingCross-functional collaboration

Tech Stack:Excel

Company Brief

TikTok

Short-form video platform that lets users create, share, and discover entertainment content through algorithmic recommendations. It also offers advertising and creator tools for brands, influencers, and businesses.

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn

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TikTok

2 days ago

TikTok Shop - Oncall Escalation Program Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: London

Workplace: Onsite

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Key Responsibilities

•Establish effective escalation SOPs, processes, and guidelines for oncall handling.
•Manage seller and creator escalations via the oncall ticket system and ensure appropriate resolutions.
•Promptly escalate critical/high-risk cases to the appropriate authority.
•Monitor improvement plan execution and ensure the oncall team meets performance metrics such as CSAT and SLA.
•Coordinate with teams (QA, training, SOP, product operations, project management, education, and policy) to optimize oncall systems and processes and facilitate close-loop communication across orgs.

Key Requirements

•BA/BS degree or equivalent practical experience.
•Experience creating escalation processes or handling escalation cases.
•Experience building, managing, and influencing relationships with internal stakeholders.
•Proficient in using KPIs and quality metrics (detail oriented) in a customer service context.
•Excellent written and spoken communication skills to coordinate processes and projects with internal and external stakeholders.

Experience:ECommerce

Education:Bachelor's

Skills:CommunicationStakeholder managementProblem-solvingData-driven thinkingCross-functional collaboration

Tech Stack:Excel

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn