TikTok Shop - Service Solutions Program Manager (Oncall Service)

About the Team Global E-Commerce's Governance and Experience team is responsible for ensuring a safe and trustworthy marketplace for buyers, sellers, and creators. The Service and Support Center team delivers trustworthy, high-quality service experiences for every TikTok Shop user.

We are looking for a Service Solutions Program Manager to lead scalable resolution of service escalations, safety and integrity-related incidents, and cross-functional recovery efforts. The role will serve as a key escalation owner for urgent operational risks while also driving strategic program management across service solutions, market readiness, process improvement, and stakeholder alignment.

Responsibilities - Own the regional on-call service strategy, operating model, and service delivery roadmap to ensure effective support for internal stakeholders, sellers, and creators. - Establish and continuously improve the escalation management framework, including KPIs, SOPs, workflows, ticketing processes, severity definitions, response standards, and governance mechanisms. - Own critical or high-risk escalations, ensuring timely coordination, clear ownership, effective resolution, and transparent stakeholder communication. - Lead root cause analysis for escalated issues, facilitate blameless post-mortems, and partner with cross-functional teams to prevent recurring issues. - Drive service performance improvements by monitoring key metrics such as SLA, CSAT, escalation rate, backlog, productivity, and team utilization. - Identify recurring pain points, training gaps, quality issues, and process inefficiencies, then develop actionable improvement plans with operations leaders and partner teams. - Design and optimize service channels, intake mechanisms, and routing logic to ensure submitters can access the right support efficiently across different scenarios. - Partner with Product, Operations, Policy, and regional teams to implement automation, AI-enabled solutions, and scalable case routing capabilities. - Lead communication across organizations, providing clear, timely, and structured updates on incidents, service programs, process changes, and improvement initiatives to stakeholders, including leadership. - Benchmark internal and external best practices to strengthen service operations, improve team effectiveness, and raise the overall standard of on-call support. - Manage complex service improvement programs from planning to execution, ensuring alignment across stakeholders and measurable business impact.