2 days ago

TikTok Shop - Service Solution Program Manager (Risk Management)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 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: Singapore

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

Website LinkedIn

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TikTok

2 days ago

TikTok Shop - Service Solution Program Manager (Risk Management)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: Singapore

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

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn