Global Operations

TikTok Shop - Services Solutions Program Manager

Location
:

Sao Paulo

Employment Type
:

Regular

Job Code
:

A56109B

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:

• Develop scalable process and product solutions to improve Buyer, Seller, and Creator service experiences.
• Analyze customer feedback, service metrics, and operational data to identify root causes and drive continuous improvements.
• Partner with cross-functional teams to translate business needs into product enhancements and operational solutions.
• Lead cross-functional projects from problem identification through implementation, ensuring alignment across regional and global stakeholders.
• Support new product launches and operational changes by coordinating service readiness, including SOPs, training, quality assurance, and knowledge management.
• Create and optimize operational workflows, documentation, and best practices to improve efficiency and service quality.
• Monitor solution performance and recommend improvements based on business impact and customer outcomes.

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 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 ByteDance Brazil

ByteDance is a global incubator of platforms at the cutting edge of commerce, content, entertainment, and enterprise services - over 2.5 billion people interact with ByteDance products, including TikTok.

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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.

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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.

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Diversity & Inclusion

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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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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