TikTok Shop - Service Solutions Program Manager (Oncall Service)

Responsibilities

About the Team Global E-Commerce's Governance and Experience team is responsible for ensuring a safe and trustworthy marketplace for buyers, sellers, and creators. The Service and Support Center team delivers trustworthy, high-quality service experiences for every TikTok Shop user. We are looking for a Service Solutions Program Manager to lead scalable resolution of service escalations, safety and integrity-related incidents, and cross-functional recovery efforts.

The role will serve as a key escalation owner for urgent operational risks while also driving strategic program management across service solutions, market readiness, process improvement, and stakeholder alignment. Responsibilities

• Own the regional on-call service strategy, operating model, and service delivery roadmap to ensure effective support for internal stakeholders, sellers, and creators.
• Establish and continuously improve the escalation management framework, including KPIs, SOPs, workflows, ticketing processes, severity definitions, response standards, and governance mechanisms.
• Own critical or high-risk escalations, ensuring timely coordination, clear ownership, effective resolution, and transparent stakeholder communication.
• Lead root cause analysis for escalated issues, facilitate blameless post-mortems, and partner with cross-functional teams to prevent recurring issues.
• Drive service performance improvements by monitoring key metrics such as SLA, CSAT, escalation rate, backlog, productivity, and team utilization.
• Identify recurring pain points, training gaps, quality issues, and process inefficiencies, then develop actionable improvement plans with operations leaders and partner teams.
• Design and optimize service channels, intake mechanisms, and routing logic to ensure submitters can access the right support efficiently across different scenarios.
• Partner with Product, Operations, Policy, and regional teams to implement automation, AI-enabled solutions, and scalable case routing capabilities.
• Lead communication across organizations, providing clear, timely, and structured updates on incidents, service programs, process changes, and improvement initiatives to stakeholders, including leadership.
• Benchmark internal and external best practices to strengthen service operations, improve team effectiveness, and raise the overall standard of on-call support.
• Manage complex service improvement programs from planning to execution, ensuring alignment across stakeholders and measurable business impact.

Qualifications

Minimum Qualification(s)

• Bachelor’s degree or equivalent practical experience.
• 3+ years of experience in service operations, program management, process improvement, customer service, seller success, or related fields.
• Strong experience designing and optimizing operational processes, escalation frameworks, or support workflows.
• Strong stakeholder management skills, with experience influencing and aligning stakeholders across functions and regions.
• Strong analytical and problem-solving skills, with the ability to use data to identify trends, generate insights, and drive decisions.
• Comfortable working independently in ambiguous, fast-paced, and matrixed environments.
• Strong communication skills, with the ability to provide structured updates and manage situations.

Preferred Qualification(s)

• Advanced degree preferred.
• Experience coaching, motivating, or enabling teams to improve performance and service quality.
• Experience in e-commerce, marketplace platforms, trust and safety, customer experience, or seller support is a plus.