Shop - LATAM Appeal Program Manager

TikTok Shop - LATAM Appeal Program ManagerTikTok Shop - LATAM Appeal Program Manager

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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. The Moderation Team is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience, and we are looking for a LATAM Appeal Program Manager. In this role, you will own the end-to-end appeals process across the region. From managing BPOs and operational performance to driving quality improvements and collaborating with cross-functional teams . This role is critical to ensuring a smooth and accurate appeals experience.
Responsibilities
- Be the POC for the LATAM appeals operation, including BPO oversight, SOP creation, training, auditing, stakeholder management, and performance reporting.
- Track and improve appeal KPIs, ensuring alignment with in-house standards.
- Manage BPO resources, schedules, and quality metrics to drive operational excellence.
- Collaborate with internal teams to resolve issues, implement improvements, and share updates.
- Provide regular performance updates in business reviews and respond to ad-hoc requests from stakeholders.
- Lead ongoing quality initiatives to improve the appeals process.

Qualifications
Minimum Qualifications:
- Bachelor's degree or equivalent experience.
- 3+ years in operations, program, or project management, with hands-on experience in SOP development.
- Strong analytical skills and Excel proficiency; comfortable working with dashboards.
- Experience managing cross-functional projects across geographies.
- Fluency in English and Portuguese.

Preferred Qualifications:
-Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.
- Experience working with global teams.
- Background in the commerce or e-commerce industry.
- Spanish is a plus since the role will support Mexico. This role will have interface with in-house and BPO teams.

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.

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

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionProject Management and Information Technology
• IndustriesTechnology, Information and Internet

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