TikTok Shop- Escalation Program Manager

Responsibilities About the Team: TikTok E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. The Service Support Center Team is part of the Governance and Experience organization. Our mission is to provide world‑class service and experience for customers, sellers and creators. We are looking for an Escalation Program Manager role who is responsible for handling escalations and complex cases for the AMER Oncall Service and Operation team. Roles & Responsibilities: Manage seller and creator enquiries escalated by internal teams through the on‑call ticket system. Identify the root cause of escalated issues and provide appropriate resolutions to deliver excellent service. Summarise the Q&A and log in to the knowledge‑management tool. Promptly escalated critical/high‑risk cases to the appropriate authority. Monitor the execution of improvement plans to ensure the Oncall team meets all performance‑related metrics (e.g., CSAT, SLA). Coordinate with all cross‑functional teams/departments to resolve seller/creator issues, follow‑up and ensure close‑loop on all escalations. Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate to enhance the operating process and improve overall seller/creator experience. Identify areas of opportunity to improve performance, work with on‑call service and operation leader to develop a comprehensive improvement plan. Respond to internal and external seller and creator escalations quickly, proficiently and professionally while meeting specific quality expectations. Adhere to established procedures and guidelines while providing quality seller and creator support to meet and exceed department standards. Create and manage SOPs, enhance products & processes, work closely with Operation Product, QA, Education and Policy teams to optimise on‑call products/systems, new and existing processes. Work with the GNE enforcement cross‑functional teams to identify collaboration opportunities and share feedback and insights. Partner with QA & Training Program Manager on training projects strategy, management and operation. Engage sellers and creators to develop long‑term relationships and confidence in TikTok Shop. Lead and facilitate effective communication between organisations, functions and teams by building strong partnerships, moving between communication styles, developing clear and transparent communication related to programmes and processes. Support ad‑hoc projects and initiatives per business needs. Help shape strategy and implementation for on‑call team readiness plan. Qualifications Minimum Qualifications: BA/BS degree or equivalent practical experience. +3 years' experience in a customer‑service/customer‑support environment. Experience creating the escalation process or handling escalation cases. Experience building, managing and influencing relationships with internal stakeholders. Experience driving process and tooling optimisation and implementations for customer‑service or support team. Preferred Qualifications: Using data to generate insights and solve complex problems. Proactive and continuous improvement attitude. High problem‑solving and priority skills. Experience in eCommerce or marketplace platforms is a plus. Job Information 【For Pay Transparency】Compensation Description (Annually) The base salary range for this position in the selected city is $88,920 - $159,600 annually. Compensation may vary outside of this range depending on a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognise employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and restricted stock units. Benefits may vary depending on the nature of employment and country of work location. Employees have day‑one access to medical, dental and vision insurance, a 401(k) savings plan with company match, paid parental leave, short‑term and long‑term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire, with increasing accruals by tenure). The Company reserves the right to modify or change these benefits programs at any time, with or without notice. For Los Angeles County (unincorporated) candidates: qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: 1) Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues; 2) Appropriately handling and managing confidential information including proprietary and trade‑secret information and access to information‑technology systems; and 3) Exercising sound judgement. TikTok Accommodation TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at #J-18808-Ljbffr TikTok