TikTok Shop - Risk and Emergency Escalation Program Manager

Our E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user experience and work on policies, rules, products, and systems to ensure quality. The Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. We provide customer support to al US TikTok Shop buyers across their full end-to-end journey, including presales, logistics, and aftersales.

Responsibilities:

• Lead coordinated responses to service escalations, safety, and integrity-related issues across multiple channels (customer contacts, social media, leadership, and external sources). Establish and refine operational processes for rapid issue resolution.
• Act as the single point of contact (SPOC) for internal stakeholders, ensuring seamless communication and resolution of escalations. Drive collaboration across teams to optimize service operations, manage key stakeholder meetings, and track program alignment.
• Analyze customer feedback, incident trends, and program performance metrics to identify root causes and implement long-term improvements. Regularly report insights to leadership and drive product, policy, and process enhancements.
• Develop and implement systems to proactively detect service defects, working with Product, Policy, and Process teams to ensure timely resolution and prevent recurrence.
• Own experience recovery by identifying and resolving unresolved internal issues. Oversee internal support requests, troubleshoot independently, and escalate when necessary for faster resolution.
• Partner with Quality Monitoring and Training teams to continuously improve escalation-handling processes, onboard new hires, and drive operational excellence.
• Maintain structured review cadences (weekly, bi-weekly, monthly) with internal teams and stakeholders, ensuring program effectiveness, transparency, and ongoing enhancements. Minimum Qualifications:
• 3+ years of experience in program management, crisis management, or service operations, with a focus on escalations and emergency response.
• Proven ability to manage escalations, emergency response, and operational issue resolution in a fast-paced environment.
• Strong analytical and problem-solving skills, including data analysis, trend identification, and root-cause resolution.
• Ability to engage and influence cross-functional teams.
• Demonstrated ability to navigate successfully in ambiguity, with multiple priorities in a fast-paced, changing environment.

Preferred Qualifications:

• Prior experience in the tech, e-commerce, or customer service industry.
• Experience working with Product, Policy, and Process teams to drive service improvements.
• Experience leading cross-functional initiatives with executive stakeholders.
• Background in developing training programs or quality assurance processes.