TikTok Shop - Service Solution Program Manager (Risk Management)

TikTok
Bangkok
Workplace: OnsiteFull timeFunction: Program & Project Management (PMO)Experience: 3+ yearsEducation: bachelorsSkills: ["Logical thinking","Problem solving","Attention to detail","Multitasking","Stakeholder communication"]

Lead scalable resolution of service escalations, safety and integrity incidents, and cross-functional recovery efforts for TikTok Shop. Own end-to-end program management for global and regional initiatives, including planning, scheduling, milestones, dependencies, and risk mitigation. Serve as the escalation single point of contact, define escalation operating mechanisms, maintain structured review cadences, and build proactive detection to prevent service defects from becoming large-scale escalations.

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FursaFursa
TikTok
TikTok
1 month ago

TikTok Shop - Service Solution Program Manager (Risk Management)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Lead scalable resolution of service escalations, safety and integrity incidents, and cross-functional recovery efforts for TikTok Shop. Own end-to-end program management for global and regional initiatives, including planning, scheduling, milestones, dependencies, and risk mitigation. Serve as the escalation single point of contact, define escalation operating mechanisms, maintain structured review cadences, and build proactive detection to prevent service defects from becoming large-scale escalations.
Location: Bangkok
Workplace: Onsite
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Mid level

Key Responsibilities

  • •Develop, implement, and manage strategic service solution programs to improve customer satisfaction, process effectiveness, cost efficiency, and regional operational readiness.
  • •Lead coordinated responses to high-priority service escalations, safety and integrity issues, and emergency incidents across customer contacts, social media, leadership escalations, business stakeholders, and external signals.
  • •Own end-to-end program management for complex global and regional initiatives, including scope, project planning, master schedule, milestones, dependencies, risk mitigation, and handover to regional service teams.
  • •Act as the single point of contact for critical escalation cases, aligning account managers, service operations, Product, Policy, Process, Quality, Training, and regional teams on ownership, response plans, and resolution timelines.
  • •Establish escalation operating mechanisms (triage standards, severity assessment, workflows, escalation paths, communications, and post-resolution review cadences) and drive experience recovery for unresolved or high-impact internal issues.

Key Requirements

  • •BA/BS degree or equivalent practical experience.
  • •3+ years of operations, program, or project management experience in the tech industry in fast-paced or high-growth environments.
  • •Proven ability to manage projects independently, deliver results, and communicate with tech and non-tech stakeholders.
  • •Ability to thrive in a matrix environment, navigate ambiguity, and adapt to fast-changing priorities.
  • •Strength in logical thinking, problem-solving, attention to detail, multitasking, and working in deadline-driven environments.
Experience:3+ yearsECommerceMarketplace
Education:Bachelor's
Skills:Logical thinkingProblem solvingAttention to detailMultitaskingStakeholder communication

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
WebsiteLinkedIn