TikTok Shop - SAM Category Operations Manager

TikTok Shop - SAM Category Operations Manager Location: Seattle Employment Type: Regular Job Code: A155974 Responsibilities Selling Partner Growth Ensure our selling partners have a seamless experience getting onto and using the platform, ramping up quickly, and continuously growing on the platform while sustaining good health and performance. Monitor the operational health and performance of selling partners under your responsible category(ies), direct BPO resources to proactively address health and performance risks which may block seller growth. Collaborate with Account Managers, design targeted and tailored outreach (coaching and education) to improve health and performance and unblock revenue potential. Ensure effective BPO agent communication and engagement with selling partners, including early warning communication with risky partners, promote guidance on platform rules and regulations, hold improvement sessions with sellers on their fulfillment and support performance. BPO Operational Performance Manage the BPO team to ensure high performance. Address BPO-agent quality or compliance issues raised by Account Managers, ensuring front-line BPO teams deliver best in class quality experience and resolution meeting the partners' expectations. Identify BPO knowledge, training and quality gaps and collaborate with SOP PM, Quality Assurance and Training PM, apply effective training and quality frameworks to ensure BPO team understand the process and product well, can use the most effective methods to address selling partners' servicing needs and remove roadlocks preventing their growth. Processes & Improvement Identify new process opportunities that can help selling partners reduce violations, increase education penetration, increase campaign participation. Identify process gaps that prevent BPO from self‑solving partner issues creating transfer escalations, and refine with XFN collaboration to enable BPO to self‑solve future case types. Work with escalation from selling partners or Account Managers. Resolve issues within target service level. Identify root cause, and implement changes to address root‑cause to prevent future escalations of this case type. Qualifications Minimum Qualifications Bachelor's degree or equivalent practical experience required. +3 years experience in a Sales, Account Management, or Customer Success role. Familiarity with executing, contributing to, and creating SOPs. Demonstrates effective, clear and professional written and oral communication. Ability to collaborate cross‑functionally with both tech and non‑tech teams. Project management experience. Experience with e‑commerce, marketplace platforms. Preferred Qualifications Demonstrates strong commercial thinking and an ownership mindset. Experienced in working with or managing BPO teams focused on account management or sales. Job Information Base salary range: $88,920 - $159,600 annually. Benefits Day‑one access to medical, dental, and vision insurance. 401(k) savings plan with company match. Paid parental leave, short‑term and long‑term disability coverage, life insurance, wellbeing benefits. 10 paid holidays per year, 10 paid sick days per year, 17 days of paid personal time (prorated upon hire with increasing accruals by tenure). EEO Statement 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. 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: Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues; Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; Exercising sound judgment. #J-18808-Ljbffr Ellis Technologies, Inc.