TikTok Shop - SOP Program Manager

Global E-Commerce's 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 Team (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 SOP Program Manager role to be responsible for building robust processes, identifying opportunities for improvement, and partnering with dependent teams to improve tools and systems for internal and external customers. This position will develop, standardize, and enhance processes to drive efficiency and scalability for SSC.

Roles & Responsibilities:

• Develop SOPs for Customer Service, Seller Support, and Creator Support teams.
• Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
• Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment. Lead process improvement efforts.
• Facilitate tech changes and updates. Create and maintain system documentation and provide training and support to team members and others as needed to ensure processes and procedures are understood and followed.
• Effectively manage project and stakeholder meetings, drive discussions to conclusion, and keep programs on track.
• Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.

Minimum Qualifications:

• Bachelor's degree or equivalent practical experience required.
• +3 years of operations, program, or project management experience, ideally involving SOP development.
• Familiarity with executing, contributing to, and creating SOPs.
• Ability to collaborate cross-functionally with both tech and non-tech teams.

Preferred Qualifications:

• Experience in the eCommerce industry is a plus.
• Six Sigma or other process design certifications advantageous.