TikTok Shop - Risk and Emergency Escalation Program Manager
TikTok.com
Office
Seattle, Washington, United States
Full Time
Our Governance and Experience (GNE) team is dedicated to building a safe, reliable, and high-quality commerce ecosystem for our users, sellers, creators, and partners. We develop the policies, systems, and experiences that ensure trust, drive excellence, and uphold our commitment to user satisfaction.
Within GNE, our Service Support Centre (SSC) provides exceptional customer service to internal stakeholders across the commerce business. We’re currently seeking a Risk and Emergency Escalation Program Manager to join our team, someone who thrives in fast-paced environments and is passionate about driving resolution for high-impact issues. In this role, you’ll manage and respond to escalations from internal teams, playing a key part in ensuring operational continuity and stakeholder confidence.
Responsibilities:
- Lead coordinated responses to service escalations, safety, and integrity-related issues across multiple channels (customer contacts, social media, leadership, and external sources). Establish and refine operational processes for rapid issue resolution.
- Act as the single point of contact (SPOC) for business account managers, ensuring seamless communication and resolution of escalations. Drive collaboration across teams to optimize service operations, manage key stakeholder meetings, and track program alignment.
- Analyze customer feedback, incident trends, and program performance metrics to identify root causes and implement long-term improvements. Regularly report insights to leadership and drive product, policy, and process enhancements.
- Develop and implement systems to proactively detect service defects, working with Product, Policy, and Process teams to ensure timely resolution and prevent recurrence.
- Own experience recovery by identifying and resolving unresolved internal issues. Oversee internal support requests, troubleshoot independently, and escalate when necessary for faster resolution.
- Partner with Quality Monitoring and Training teams to continuously improve escalation-handling processes, onboard new hires, and drive operational excellence.
- Maintain structured review cadences (weekly, bi-weekly, monthly) with internal teams and stakeholders, ensuring program effectiveness, transparency, and ongoing enhancements.
Within GNE, our Service Support Centre (SSC) provides exceptional customer service to internal stakeholders across the commerce business. We’re currently seeking a Risk and Emergency Escalation Program Manager to join our team, someone who thrives in fast-paced environments and is passionate about driving resolution for high-impact issues. In this role, you’ll manage and respond to escalations from internal teams, playing a key part in ensuring operational continuity and stakeholder confidence.
Responsibilities:
- Lead coordinated responses to service escalations, safety, and integrity-related issues across multiple channels (customer contacts, social media, leadership, and external sources). Establish and refine operational processes for rapid issue resolution.
- Act as the single point of contact (SPOC) for business account managers, ensuring seamless communication and resolution of escalations. Drive collaboration across teams to optimize service operations, manage key stakeholder meetings, and track program alignment.
- Analyze customer feedback, incident trends, and program performance metrics to identify root causes and implement long-term improvements. Regularly report insights to leadership and drive product, policy, and process enhancements.
- Develop and implement systems to proactively detect service defects, working with Product, Policy, and Process teams to ensure timely resolution and prevent recurrence.
- Own experience recovery by identifying and resolving unresolved internal issues. Oversee internal support requests, troubleshoot independently, and escalate when necessary for faster resolution.
- Partner with Quality Monitoring and Training teams to continuously improve escalation-handling processes, onboard new hires, and drive operational excellence.
- Maintain structured review cadences (weekly, bi-weekly, monthly) with internal teams and stakeholders, ensuring program effectiveness, transparency, and ongoing enhancements.
TikTok Shop - Risk and Emergency Escalation Program Manager
Office
Seattle, Washington, United States
Full Time
October 10, 2025