Tiktok Commerce

Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, Mountain View, New York, Austin, London, Paris, Berlin, Dubai, Singapore, Jakarta, São Paulo, Seoul and Tokyo.

At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

The Governance and Experience team is a global team responsible for ensuring that our platform provides a safe, welcoming, and enjoyable experience for our Merchants, Creators and our community. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Experience Team is part of the Governance and Experience organization. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for a Standard Operating Procedure (SOP) Program Manager role to be responsible for building robust processes, identifying opportunities for improvement, and partnering with cross functional teams to improve tools and systems for internal and external customers. This position will develop, standardize, and enhance processes to drive efficiency and scalability for the Service and Experience Team.

Roles & Responsibilities
- Develop SOPs for local Customer Service, Seller Support, and Creator Support teams.
- Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
- Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment. Lead process improvement efforts.
- Facilitate tech changes and updates. Create and maintain system documentation and provide training and support to team members and others as needed to ensure processes and procedures are understood and followed.
- Effectively manage project and stakeholder meetings, drive discussions to conclusion, and keep programs on track.
- Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.

**Qualifications**:

- Bachelor's degree or equivalent practical experience.
- 3 years of experience in operations, program, or project management; preferably with experience in developing Standard Operational Procedures (SOPs).
- Familiarity with SOPs - executing, contributing to, and creating them.
- Experience working cross functionally with tech and non-tech teams
- Experience in eCommerce or marketplace platform is a plus.
- Excellent written and verbal communication skills in English & Brazilian Portuguese, demonstrating effective, clear and professional written and oral communication.

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.