Responsibilities
ABOUT THE TEAM Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users. As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. As part of SSC is our Selling Partner Growth (SPG) team, which consists of the Service Account Management (SAM) and also Seller Onboarding Support (SOS). Through a more high-touch model, SPG provides our high value selling partners an elevated and differentiated support and services experience, and helps them improve and sustain strong account health and performance on TikTok Shop, which ultimately should accelerate these selling partners’ GMV growth. We are looking for a SPG Lead for EMEA, to execute SPG strategy, leveraging both BPO and In-house resources, to deliver regional performance aligned with GNE targets. This role will ensure selling partners in EMEA have a seamless experience getting onto and using the platform, ramping up quickly, and continuously growing on the platform while sustaining good health and performance. ROLES AND RESPONSIBILITIES - Talent Management: Attract high performing talent for new positions, develop learning & development coaching plans to elevate our talent for tomorrow. - Regional Team: Build and develop a regional team of Partner Operations Managers, SOP, Quality, and Training Program Managers to support the SPG operations in the region. - Service Account Management (SAM): Through both inbound support and outbound differentiated services, the SAM team works closely with the Business Operations team, to support and enable top tier selling partners in every step of their TTS journey in improving their satisfaction & experience, account health & performance,i.e. grow their GMV. - New Selling Partner Onboarding: Through proactive outreach, the onboarding team enables new high potential selling partners to effortlessly onboard our TTS platform. - Operational Excellence: Work with BPO suppliers to ensure a high performing front-line team to provide world-class services to partners. Build a high performing in-house team with deep expertise to support BPO agents in delivering operation excellence. - Continuous Improvement: Develop in-depth understanding of high value selling partners from the region. Leverage that insight to drive improvement initiatives in product, processes and agent facing tools and systems. - Business Reviews: Analyze and develop insights on business performance, core performance metrics, and support in preparation of weekly/monthly business reviews. Represent your team’s performance in business reviews to senior leaders and regional/global stakeholders. - Bias to Action: Embrace change at speed with the ability to take calculated risks, ensuring your teams can manage fast pace change
Qualifications
Minimum Requirements - Qualifications: BA/BS degree or equivalent practical experience, advanced degree preferred. - Years experience leading customer service/support/success at a Senior Leader level with C-Team stakeholder management - People-Management: Demonstrated management skills with experience in leading and developing people-managers, with a strong performance coaching culture - Operations: Experience in managing blended footprint of near/off shore BPO networks and in-house resources - Analytical Skills: Strong analytical abilities to interpret data, identify trends, and make data-driven decisions to optimize service delivery processes and performance. PREFERRED QUALIFICATIONS - years experience in commerce or marketplace platform - Effortless Experience: Lean Six Sigma Yellow+ Belt qualification. - Industry Standard: Strong understanding of regional industry standards, business operations and regulatory requirements - Logistics: Experience managing 3PL 4PL logistics
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.

Please refer the Job description for details