2 days ago

TikTok Shop - Services Solutions Program Manager

✓ 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

Own program planning and improvement for TikTok Shop’s Service Support Centre in Mexico, partnering with Product, Policy, Risk, Logistics, Payments, and regional teams. Identify service pain points, run root-cause analysis, and turn VOC and ticket trends into prioritized process and product enhancements. Coordinate service readiness for launches and policy changes, align BPO execution, and measure ROI through customer experience and contact-rate metrics.

Location: Mexico City

Workplace: Onsite

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Seniority: Mid level

Key Responsibilities

•Partner with the Mexico Country Service Lead to define Mexico’s service strategy and tactical improvement plan.
•Develop scalable processes, policies, and product solutions to improve Buyer, Seller, and Creator service experiences.
•Translate VOC, ticket trends, operational feedback, and service insights into prioritized product enhancements.
•Coordinate cross-functional work to turn business needs into product enhancements and service operational solutions.
•Ensure service readiness for new launches, policy updates, and operational changes, including alignment with BPO vendors and frontline execution.

Key Requirements

•Bachelor’s degree or equivalent practical experience.
•5+ years in customer service operations, process improvement, program management, Product Operations, or project management.
•Strong analytical/problem-solving skills with root-cause analysis experience.
•Experience working cross-functionally with technical and non-technical stakeholders.
•Fluency in English and Spanish (oral and written) for cross-functional global collaboration.

Experience:5+ yearsE-commerceMarketplacePlatform operations

Education:Bachelor's

Skills:Root-cause analysisProject managementCommunicationStakeholder managementProblem-solving

Languages:EnglishSpanish

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 - Services Solutions Program Manager

✓ 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: Mexico City

Workplace: Onsite

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Seniority: Mid level

Key Responsibilities

•Partner with the Mexico Country Service Lead to define Mexico’s service strategy and tactical improvement plan.
•Develop scalable processes, policies, and product solutions to improve Buyer, Seller, and Creator service experiences.
•Translate VOC, ticket trends, operational feedback, and service insights into prioritized product enhancements.
•Coordinate cross-functional work to turn business needs into product enhancements and service operational solutions.
•Ensure service readiness for new launches, policy updates, and operational changes, including alignment with BPO vendors and frontline execution.

Key Requirements

•Bachelor’s degree or equivalent practical experience.
•5+ years in customer service operations, process improvement, program management, Product Operations, or project management.
•Strong analytical/problem-solving skills with root-cause analysis experience.
•Experience working cross-functionally with technical and non-technical stakeholders.
•Fluency in English and Spanish (oral and written) for cross-functional global collaboration.

Experience:5+ yearsE-commerceMarketplacePlatform operations

Education:Bachelor's

Skills:Root-cause analysisProject managementCommunicationStakeholder managementProblem-solving

Languages:EnglishSpanish

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn