Global Operations
TikTok Shop - Services Solutions Program Manager
Location
:
Mexico City
Employment Type
:
Regular
Job Code
:
A143739D
Responsibilities
Global E-Commerce's 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. Our mission is to create the most trustworthy e-Commerce platform with a delightful service experience.
Within GNE, the Service Support Centre (SSC) provides customer service for Buyers, Sellers, and Creators across the globe. TikTok Shop is seeking a Services Solutions Program Manager to support Brazil across Buyer, Seller, and Creator operations. In this role, you will identify service pain points, drive root-cause analysis, and develop scalable process and product solutions that improve customer experience and operational efficiency. You will partner closely with Product, Policy, Risk, Logistics, Payments, and regional teams to implement solutions, support new launches, and ensure operational readiness.
Responsibilities:
- Partner with the Mexico Country Service Lead to develop the Mexico service strategy and tactical improvement plan.
- Develop scalable processes, policies and product solutions to improve Buyer, Seller and Creator service experiences.
- Convert VOC, ticket trends, operational feedback, and service insights into prioritized product enhancements.
- Partner with cross-functional teams to translate business needs into product enhancements and service operational solutions.
- Partner with BPO vendors and internal operations teams to ensure service solutions are effectively implemented and consistently executed across frontline operations.
- Support new product launches, policy updates and operational changes by coordinating service readiness.
- Evaluate compensation and resolution strategies as service investments, using measurable ROI indicators such as CSAT lift, contact rate reduction, repeat contact prevention and improved customer outcomes.
- Act as a bridge between Mexico's operational realities and global service, product and policy frameworks — ensuring solutions are practical, scalable and relevant to the market.
Qualifications
Minimum Qualification(s):
- Bachelor's degree or equivalent practical experience.
- 5 years of proven experience in customer service operations, process improvement, program management, Product Operations, or project management.
- Strong analytical and problem-solving skills with experience performing root-cause analysis.
- Experience working cross-functionally with both technical and non-technical stakeholders.
- Excellent project management, communication, and stakeholder management skills.
- Ability to thrive in a fast-paced, ambiguous environment.
- High Oral/Written proficiency in English and Spanish is required for this role due to cross functional collaboration with global teams.
Preferred Qualification(s):
- Experience in e-commerce, marketplace, or platform operations.
- Experience partnering with Product teams to improve customer experience and operational processes.
- Familiarity with customer service KPIs (CSAT, SLA, AHT, FCR, contact rate, etc.).
- Experience supporting product launches, SOP development, training, and operational readiness.
Job Information
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.
TikTok Accommodation
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at
https://tinyurl.com/RA-request
