TikTok Shop - Andon Cord/Xbuzz Program Manager
TikTok.com
Office
Seattle, Washington, United States
Full Time
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SSC is looking for a Andon Cord/Xbuzz Program Manager role to oversee the cross-functional escalation process, collaborate with internal and external teams to drive operational excellence, and ensure high-quality service. Additionally, this role will have a dual responsibility related to Andon Cord management, playing a key role in handling governance and escalation policies.
Roles & Responsibilities
1. Cross-Functional Escalation Process Management:
- Lead the escalation process, ensuring quick resolution of unresolved issues by coordinating with cross-functional teams.
- Monitor and analyze escalation performance, identifying trends and recommending process improvements.
- Maintain and update documentation on escalation processes, new SOPs, and tool changes to ensure consistency.
- Regularly report on program performance, success metrics, and incidents to leadership.
2. Andon Cord Management:
- Manage the Andon Cord system and processes, ensuring all policies and procedures are followed in resolving product safety and quality issues.
- Oversee the training and development of internal teams to handle Andon Cord escalations effectively and within set timelines.
- Collaborate with service teams to ensure that all Andon Cord-related incidents are escalated properly and resolved promptly.
3. Tool Optimization & Process Improvement:
- Lead the ongoing improvement of the Xbuzz tool in collaboration with the product team to enhance operational efficiency.
- Work closely with product teams to integrate insights from escalations into product development for future enhancements.
4. Risk Identification & Management:
- Identify potential risks within the escalation process and develop strategies to mitigate them.
- Ensure that cross-functional projects are executed on time, flagging and addressing any delays promptly.
- Lead project timelines, keeping stakeholders aligned and deliverables on track.
Roles & Responsibilities
1. Cross-Functional Escalation Process Management:
- Lead the escalation process, ensuring quick resolution of unresolved issues by coordinating with cross-functional teams.
- Monitor and analyze escalation performance, identifying trends and recommending process improvements.
- Maintain and update documentation on escalation processes, new SOPs, and tool changes to ensure consistency.
- Regularly report on program performance, success metrics, and incidents to leadership.
2. Andon Cord Management:
- Manage the Andon Cord system and processes, ensuring all policies and procedures are followed in resolving product safety and quality issues.
- Oversee the training and development of internal teams to handle Andon Cord escalations effectively and within set timelines.
- Collaborate with service teams to ensure that all Andon Cord-related incidents are escalated properly and resolved promptly.
3. Tool Optimization & Process Improvement:
- Lead the ongoing improvement of the Xbuzz tool in collaboration with the product team to enhance operational efficiency.
- Work closely with product teams to integrate insights from escalations into product development for future enhancements.
4. Risk Identification & Management:
- Identify potential risks within the escalation process and develop strategies to mitigate them.
- Ensure that cross-functional projects are executed on time, flagging and addressing any delays promptly.
- Lead project timelines, keeping stakeholders aligned and deliverables on track.
TikTok Shop - Andon Cord/Xbuzz Program Manager
Office
Seattle, Washington, United States
Full Time
September 23, 2025