About this role
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
- Develop, implement, and manage strategic service solution programs that improve customer satisfaction, process effectiveness, cost efficiency, and operational readiness across regions.
- Lead coordinated responses to high-priority service escalations, safety and integrity-related issues, and emergency incidents across customer contacts, social media, leadership escalations, business stakeholders, and external signals.
- Own end-to-end program management for complex global and regional initiatives, including scope definition, project planning, master schedule management, milestone tracking, dependency management, risk mitigation, and handover to regional service teams.
- Act as the single point of contact for critical escalation cases, aligning business account managers, service operations, Product, Policy, Process, Quality, Training, and regional teams on issue ownership, response plans, and resolution timelines.
- Establish and refine escalation operating mechanisms, including triage standards, severity assessment, response workflows, escalation paths, stakeholder communications, and post-resolution review cadences.
- Own experience recovery for unresolved or high-impact internal issues by identifying blockers, troubleshooting independently, escalating when needed, and driving timely closure.
- Maintain structured weekly, bi-weekly, and monthly review cadences with stakeholders to track escalation trends, program effectiveness, open risks, and improvement actions.
- Build mechanisms to proactively detect service defects and emerging risks before they become large-scale escalations.
- Report actionable insights, risks, progress, and improvement recommendations to leadership in a timely and structured manner.