TikTok Shop - Service Account Management Lead

Location Seattle Employment Type Regular Job Code

A06523C

Responsibilities Manage a Partner Operation Support Specialist Team with BPO Associates and in‑house Category Operations Managers. Design and implement a Premier Support‑Solution for Top Tier Partners to retain and grow GMV, creating a trusted marketplace through education and effective coaching. Work with internal Quality Monitoring and Training teams to train new hires / teams through intensive coaching and mentoring. Ensure the team is fully trained and prepared to conduct their responsibilities, proactively identifying and resolving issues impacting sellers. Contribute to special projects that enhance the business, including root‑cause analysis of weak performance metrics, service readiness projects, and tools projects. Actively manage direct reports, establishing OKR goals, providing feedback, coaching to improve service quality, increase productivity and achieve customer satisfaction, monitoring OKR progress. Conduct trend analyses on customer satisfaction and other core measurements; implement strategies to improve future operation results. Manage and monitor staff and team level utilization rates, team productivity, and schedule adherence to meet final productivity goals. Develop and maintain relationships with internal operational stakeholders, attending cross‑team / cross‑site meetings and responding to client feedback. Work with Readiness, SOP, QA, Training and System teams to optimize new and existing processes impacting sellers/creators. Maintain the weekly/monthly/bi‑monthly reviews with teams and internal stakeholders. Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements. Work with Recruiting / Staffing teams to identify, interview, and recruit talents for all team openings. Qualifications Minimum Qualifications: BA/BS degree or equivalent practical experience. 5+ years managing sales and service teams with experience in the e‑commerce industry. Data analysis, deep dive on root cause and problem solving skills. Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems. People‑oriented, self‑motivated and able to thrive in ambiguity and in a matrix environment. Ability to function independently and within a team environment with a demonstrated track record in motivating and coaching staff to maximize their individual potential. Fluency in Mandarin and English is required; you will collaborate extensively with partner teams and directly present to leadership teams based in China and across APAC. Preferred Qualifications: Experience in e‑commerce or marketplace platforms is a plus. Experience supporting seller operations or marketplace partners. Job Information The base salary range for this position in the selected city is $151,050 - $273,600 annually. Salary may vary outside this range depending on qualifications, skills, competencies and experience; base pay is one part of the Total Package, which may include discretionary bonuses/incentives and restricted stock units. Benefits Day‑one access to medical, dental, vision insurance; 401(k) savings plan with company match; paid parental leave; short‑term and long‑term disability coverage; life insurance; well‑being benefits. 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). Legal & EEO Statements The Company reserves the right to modify or change benefit 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 federal, state, and local laws, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. The company believes criminal history may have a direct, adverse, and negative relationship on duties, potentially resulting in withdrawal of the conditional offer of employment. Position is not expired or closed. #J-18808-Ljbffr Ellis Technologies, Inc.