TikTok Shop - SOP Program Manager

Global E-Commerce Governance and Experience (GNE) Mission: Ensure a safe and trustworthy marketplace for buyers, sellers, and creators. The Service and Support Center Team (SSC) focuses on delivering a delightful service experience. We are seeking a SOP Program Manager to build robust processes, identify improvement opportunities, and partner with dependent teams to enhance tools and systems for internal and external customers. The role will develop, standardize, and enhance processes to drive efficiency and scalability for SSC. Responsibilities Develop SOPs for Customer Service, Seller Support, and Creator Support teams. Understand problems, policies, and risks, and 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 technology 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, perform root‑cause analysis/diagnosis, and achieve significant impact. Qualifications 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 are advantageous. 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 Job Information Compensation – Base salary range for this position in the selected city: $88,920 – $159,600 annually. Compensation may vary outside of this range depending on factors such as qualifications, skills, competencies, and location. Base pay is one part of the Total Package; additional discretionary bonuses/incentives and restricted stock units may be available. Benefits – Employees have immediate 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, and more. 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). Benefits may vary depending on employment nature and country work location. The Company reserves the right to modify or change these benefits programs at any time, with or without notice. Los Angeles County Fair Chance Compliance – Qualified applicants with arrest or conviction records will be considered for employment in accordance with federal, state, and local laws, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Criminal history may impact the following duties: 1) interacting with internal/external clients/colleagues; 2) handling confidential information and managing system access; 3) exercising sound judgment. #J-18808-Ljbffr TikTok