TikTok
TikTok Shop - In - House Operations Team Leader
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Responsibilities
About the Team
Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Support Center (SSC) is part of the GNE organization. Our mission is to create the most trustworthy e-Commerce platform with a delightful service experience. SSC is looking for a regional/country service delivery leader to manage our service delivery on a day-to-day basis and drive continuous improvement together with in-house teams and BPO suppliers.
Roles & Responsibilities
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Team Leadership & Management
- Lead, coach, and supervise the in-house operations team
- Set clear performance goals and monitor team productivity
- Conduct regular performance reviews and provide training and development
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Process Optimization
- Identify inefficiencies and implement operational improvements
- Develop and maintain standard operating procedures (SOPs)
- Ensure compliance with company policies and quality standards
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Customer Experience Support
- Collaborate with stakeholders to resolve order, account or policy related issues
- Ensure high standards of service and achieve high level customer satisfaction
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- Data & Reporting
- Track KPIs such as customer satisfaction, resolution rate and service level agreement
- Prepare regular reports and provide insights to leadership
- Use data to drive decision-making and operational improvements
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Qualifications
Minimum Qualification(s)
- Experience in e-Commerce or customer service operations
- Proven experience in a leadership or supervisory role
Preferred Qualification(s)
- Strong understanding of e-Commerce platforms
- Excellent organizational and problem-solving skills
- Strong communication and interpersonal abilities
- Ability to work in a fast-paced, high-volume environment
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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day. We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
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