TikTok Shop - Risk and Emergency Escalation Program Manager

Job description

Our E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user experience and work on policies, rules, products, and systems to ensure quality. The Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. We provide customer support to al US TikTok Shop buyers across their full end-to-end journey, including presales, logistics, and aftersales. 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 m...