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TikTok Commerce -SOP & Resolution Program Manager (Italian Speaking)

icon building Company : Tiktok
icon briefcase Job Type : Full Time

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Job Description - TikTok Commerce -SOP & Resolution Program Manager (Italian Speaking)

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Responsibilities

About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity to learn, innovate, and grow as one team.

About the team
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for users and partners. We value user experience and work on policies, rules, products, and systems to ensure quality. We are looking for passionate talents to join us, to build a commerce ecosystem that is innovative, secure, and intuitive for our users.

The Selling Partner Support (SPS) team is seeking an SOP & Resolution Program Manager who will be responsible for building robust processes, identifying opportunities for improvement when dealing with escalated cases to enable front-line teams.

Roles and Responsibilities

  1. SOP Development and Improvement
    - Develop SOPs for Seller Support and Creator Support teams to ensure alignment with best practices and compliance standards.
    - Understand problems, policies, and risks, and translate them into solutions that improve processes and workflows across external teams.
    - Monitor the effectiveness of resolutions and continually refine processes to improve operational outcomes.
    - Manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.
    - Identify problems and opportunities and perform root cause analysis leading to significant impact.
    - Facilitate tech changes and updates, create and maintain system documentation, and provide training and support to team members.
    - Work closely with department heads to understand operational needs and incorporate them into SOPs.
    - Conduct regular audits and process reviews to ensure SOPs are up-to-date and reflect current practices.
  2. Resolution Program Management
    - Lead the resolution by identifying recurring issues, analyzing root causes, and implementing solutions to prevent future occurrences.
    - Escalate critical/high-risk cases to the appropriate authority.
    - Manage and respond to internal/external partner inquiries escalated by vendor teams quickly and professionally.
    - Collaborate with cross-functional teams to address challenges and ensure timely resolution of issues.
    - Identify ongoing issues and eliminate repeat complaints, reducing escalation rates to enhance the operating process and improve overall partner experience.
    - Lead process improvement efforts.

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.
- Demonstrates effective, clear, and professional written and oral communication.
- Ability to work with Italian and English in a professional setting.

Preferred Qualifications
- Experience in Commerce or platform is a plus.
- Lean Six Sigma Yellow+ Belt is a plus.
- Proven experience of working with multiple stakeholders across regional markets.
- Proven experience working cross-functionally with tech and non-tech teams.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. We are passionate about celebrating our diverse voices and creating an environment that reflects the many communities we reach.


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Original job TikTok Commerce -SOP & Resolution Program Manager (Italian Speaking) posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
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