TikTok Shop - Oncall Escalation Program Manager

About the team Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Support Center (SSC) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SSC is looking for a regional/country service delivery leader to manage our service delivery on a day-to-day basis and drive continuous improvement together with inhouse teams and BPO suppliers.

Roles & Responsibilities

• Establish effective escalation SOP & process and guidelines.
• Manage seller and creator enquiries escalated by internal stakeholders teams through the oncall ticket system.
• Identify the root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service.
• Promptly escalate critical/ high-risk cases to the appropriate authority.
• Monitor the execution of improvement plans to ensure the oncall team is meeting all performance-related metrics (e.g. CSAT, SLA)
• Coordinate with other teams/ departments to resolve customer issues, follow-up and make sure close-loop to all escalations.
• Partner with QA & Training Program Manager to coach the oncall service team agents on escalation case studies.
• Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance the operating process and improve overall seller and creator experience and confidence in TikTok e-commerce.
• Identify areas of opportunities to improve performance, work with oncall service and operation leader to develop a comprehensive improvement plan.
• Work with the SOP, product operations, project management, QA, Education and Policy teams to optimize oncall products/systems, new and existing processes.
• Work with the GNE enforcement cross-functional teams to identify collaboration opportunities and share feedback and insights.
• Lead and facilitate effective communication between orgs, functions and teams, by building strong partnerships, moving between communication styles, developing clear and transparent communication related to programs and processes. Minimum Qualifications
• BA/BS degree or equivalent practical experience.
• Experience creating escalation process or handling escalation cases.
• Experience building, managing and influencing relationships with internal stakeholders.

Preferred Qualifications

• Experience in the eCommerce industry is a plus.
• Experience in Quality Assurance under customer service environment is a plus.
• Detail oriented, experience with KPIs and quality
• QA in a customer service environment
• Problem solver, data driven, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure / analyze dashboards).
• Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders