TikTok Shop - OnCall Experience Resolution PM

TikTok Shop – OnCall Experience Resolution PM

About the Team
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users but also partners. We value user experience and work on policies, rules, products, and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure, and intuitive for our users.

As part of GNE organization, our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners, and internal users. We are looking for an OnCall Experience Resolution PM to support internal.

Responsibilities:

1. Escalation Handling: Receive and handle all escalations from frontline Oncall team members, Oncall users, and other internal stakeholders, and provide effective solutions at speed.
2. Experience Recovery: Responsible for monitoring internal issues not being resolved timely, and take ownership to create workable solutions to narrow down/eliminate the gaps.
3. Root-Cause Analysis: Identify the root cause of customer issues, work with Governance teams, Global Product, Policy, and Process teams for root-cause resolution to prevent or reduce the reoccurrences of issues.
4. Single Point of Contact: Act as SPOC (Single Point of Contact) for our business Account Managers, taking ownership to resolve issues for their accounts and meet their expectations.
5. Work with internal Quality Monitoring and Training teams to train new hires.
6. Maintain weekly/monthly/bi-monthly reviews with teams and internal stakeholders.

Qualifications

Minimum Qualifications:

1. Bachelor\’s degree or equivalent practical experience required.
2. Proven track record in data analysis, with a focus on root cause analysis.

Preferred Qualifications:

1. Experience in commerce platforms in the relevant region.
2. Capable of functioning independently and within a team environment, with experience in e-commerce or marketplace platforms being advantageous.

About TikTok
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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Inspiring creativity is at the core of TikTok\’s mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy – a mission we work towards every day.

Diversity & Inclusion
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. We are passionate about this and hope you are too.

Seniority Level

• Entry Level

Employment Type

• Full-time

Job Function

• Project Management and Information Technology
• Industries: Technology, Information, and Internet

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