TikTok Shop - Risk and Emergency Escalation Program Manager

Responsibilities Lead coordinated responses to service escalations, safety, and integrity-related issues across multiple channels (customer contacts, social media, leadership, and external sources). Establish and refine operational processes for rapid issue resolution. Act as the single point of contact (SPOC) for internal stakeholders, ensuring seamless communication and resolution of escalations. Drive collaboration across teams to optimize service operations, manage key stakeholder meetings, and track program alignment. Analyze customer feedback, incident trends, and program performance metrics to identify root causes and implement long-term improvements. Regularly report insights to leadership and drive product, policy, and process enhancements. Develop and implement systems to proactively detect service defects, working with Product, Policy, and Process teams to ensure timely resolution and prevent recurrence. Own experience recovery by identifying and resolving unresolved internal issues. Oversee internal support requests, troubleshoot independently, and escalare when necessary for faster resolution. Partner with Quality Monitoring and Training teams to continuously improve escalation-handling processes, onboard new hires, and drive operational excellence. Maintain structured review cadences (weekly, bi‑weekly, monthly) with internal teams and stakeholders, ensuring program effectiveness, transparency, and ongoing enhancements. Qualifications 3+ years of experience in program management, crisis management, or service operations, with a focus on escalations and emergency response. Proven ability to manage escalations, emergency response, and operational issue resolution in a fast‑paced environment. Strong analytical and problem‑solving skills, including data analysis, trend identification, and root‑cause resolution. Ability to engage and influence cross‑functional teams. Demonstrated ability to navigate successfully in ambiguity, with multiple priorities in a fast‑paced, changing environment. Preferred Qualifications Prior experience in the tech, e‑commerce, or customer service industry. Experience working with Product, Policy, and Process teams to drive service improvements. Experience leading cross‑functional initiatives with executive stakeholders. Background in developing training programs or quality assurance processes. Compensation and Benefits The base salary range for this position in the selected city is $88,920 – $159,600 annually. Compensation may vary based on qualifications, skills, and location. Additional benefits may include discretionary bonuses, restricted stock units, medical, dental, and vision insurance, 401(k) with company match, paid parental leave, and other typical benefits. You will receive 10 paid holidays, 10 sick days, and 17 days of Paid Personal Time (pro‑rated on hire). Accommodations TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs, and other protected reasons. Contact us at if you need assistance. EEO Statement TikTok is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive work environment. #J-18808-Ljbffr TikTok