TikTok Shop- Escalation Program Manager

Responsibilities Manage seller and creator enquiries escalated by internal teams (account managers, creator managers, and seller support) through the oncall ticket system. Identify the root cause of escalated issues and provide appropriate resolutions to deliver excellent service. Summarize the Q&A and log it in the knowledge management tool. Promptly escape critical/high‑risk cases to the appropriate authority. Monitor the execution of improvement plans to ensure the Oncall team meets performance‑related metrics (CSAT, SLA). Coordinate with cross‑functional teams to resolve seller/creator issues, follow‑up, and ensure close‑loop on all escalations. Look for opportunities to identify ongoing issues, eliminate repeat complaints, reduce escalation rate, and enhance operating processes to improve overall seller and creator experience. Identify areas of opportunity to improve performance, work with the Oncall service and operation leader to develop comprehensive improvement plans. Respond to internal and external seller and creator escalations quickly, professionally, while meeting specific quality expectations. Adhere to established procedures and guidelines while providing quality support to meet and exceed department standards. Create and manage SOPs, enhance products and processes, and work closely with Operation Product, QA, Education and Policy teams to optimize oncall 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 the 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 orgs, functions and teams, building strong partnerships, adapting communication styles, and developing clear communication related to programs and processes. Support ad‑hoc projects and initiatives per business needs. Help shape strategy and implementation for the Oncall team readiness plan. Minimum Qualifications BA/BS degree or equivalent practical experience. +3 years of 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 optimization and implementations for customer service or support teams. Experience using AI and automation tools to improve operations and support experiences. Preferred Qualifications Using data to generate insights and solve complex problems. Proactive and continuous improvement attitude. High problem‑solving and prioritization skills. Experience in eCommerce or marketplace platforms is a plus. Job Information Compensation: Base salary range $88,920 – $159,600 annually. Additional discretionary bonuses/incentives and restricted stock units may be available. Benefits: 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; 10 paid sick days; 17 days of paid personal time (prorated upon hire with increasing accruals by tenure). TTK 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. 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 judgment. #J-18808-Ljbffr TikTok