TikTok Shop - Services Solutions Program Manager

TikTok
São Paulo
Workplace: OnsiteFull timeFunction: Program & Project Management (PMO)Experience: 5+ yearsEducation: bachelorsSkills: ["Analytical","Problem-solving","Communication","Stakeholder management","Project management"]

Lead programs that improve TikTok Shop’s buyer, seller, and creator service experiences across Brazil. Identify service pain points, perform root-cause analysis, and develop scalable process and product solutions. Partner with Product, Policy, Risk, Logistics, and Payments to implement operational enhancements, ensure readiness for new launches, and drive cross-functional projects from problem identification through execution. Use service metrics to monitor performance and recommend continuous improvements.

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FursaFursa
TikTok
TikTok
1 month ago

TikTok Shop - Services Solutions Program Manager

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

Job Summary

Lead programs that improve TikTok Shop’s buyer, seller, and creator service experiences across Brazil. Identify service pain points, perform root-cause analysis, and develop scalable process and product solutions. Partner with Product, Policy, Risk, Logistics, and Payments to implement operational enhancements, ensure readiness for new launches, and drive cross-functional projects from problem identification through execution. Use service metrics to monitor performance and recommend continuous improvements.
Location: São Paulo
Workplace: Onsite
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Develop scalable process and product solutions to improve buyer, seller, and creator service experiences.
  • •Analyze customer feedback, service metrics, and operational data to identify root causes and drive continuous improvements.
  • •Partner with cross-functional teams to translate business needs into product enhancements and operational solutions.
  • •Lead cross-functional projects from problem identification through implementation, aligning regional and global stakeholders.
  • •Coordinate service readiness for new launches and operational changes, including SOPs, training, quality assurance, and knowledge management.

Key Requirements

  • •Bachelor's degree or equivalent practical experience.
  • •+5 years of experience in customer service operations, process improvement, program management, Product Operations, or project management.
  • •Strong analytical and problem-solving skills with experience performing root-cause analysis.
  • •Experience working cross-functionally with technical and non-technical stakeholders.
  • •High oral and written proficiency in English for cross-functional global collaboration.
Experience:5+ yearsE-commerceMarketplacePlatform operations
Education:Bachelor's
Skills:AnalyticalProblem-solvingCommunicationStakeholder managementProject management
Languages:English

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