TikTok Shop - Category Operations Manager

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. 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 SAM (Service Account Management) Category Operations Manager responsible for the health and performance of selling partners for a defined set of Categories through effective leveraging BPO and In-house resources. You will partner closely with the E-Commerce Operations team to ensure sellers in your responsible category(ies) have frictionless experience and their growth is inline with Account-Management OKR goals.

Responsibilities:
Selling Partner Growth:
- Ensure our selling partners 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.
- Monitor the operational health and performance of selling partners under your responsible category(ies), direct BPO resources to proactively address health and performance risks which may block seller growth.
- Collaborate with Account Managers, design targeted and tailored outreach (coaching and education) to improve health and performance and unblock revenue potential.
- Ensure effective BPO agent communication and engagement with selling partners, including early warning communication with risky partners, promote guidance on platform rules and regulations, hold improvement sessions with sellers on their fulfillment and support performance.

BPO Operational Performance:
- Manage the BPO team to ensure high performance.
-Address BPO-agent quality or compliance issues raised by Account Managers, ensuring front-line BPO teams deliver best in class quality experience and resolution - meeting the Partners' expectations.
- Identify BPO knowledge, training and quality gaps and collaborate with SOP PM, Quality Assurance and Training PM, apply effective training and quality frameworks to ensure BPO team understand the process and product well, can use the most effective methods to address selling partners' servicing needs and remove roadlocks preventing their growth.

Processes & Improvement:
- Identify new process opportunities that can help selling partners reduce violations, increase education penetration, increase campaign participation.
- Identify process gaps that prevent BPO from self-solving partner issues creating transfer escalations, and refine with XFN collaboration to enable BPO to self-solve future case types.
- Work with escalation from selling partners or Account Managers. Resolve issues within target service level. Identify root cause, and implement changes to address root-cause to prevent future escalations of this case type.