Tiktok Shop

Responsibilities
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.

Join us.

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for our buyers, sellers, partners and creators. The Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SMT is looking for a SOP Program Manager to be responsible for building scalable processes, identifying opportunities for improvement, and partnering with different teams to improve tools and systems for internal and external partners.

**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 conclusions, and keep programs on track.
- Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.

**Qualifications**:
**Minimum Qualifications**:

- Bachelor's degree or equivalent practical experience.
- Fluency in English is required for the role.
- Experience in operations, program, or project management; preferably with experience in developing Standard Operational Procedures (SOPs).
- Experience developing, implementing and optimizing SOPs across large scale operations.
- Experience working cross functionally with tech and non-tech teams.

**Preferred Qualifications**:

- Experience in e-commerce or marketplace platforms is a plus.
- Six Sigma training and COPC certified (certification is a plus).

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.