TikTok Shop - In - House Operations Team Leader

About the team Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Support Center (SSC) is part of the GNE organization. Our mission is to create the most trustworthy e-Commerce platform with a delightful service experience. SSC is looking for a regional/country service delivery leader to manage our service delivery on a day-to-day basis and drive continuous improvement together with inhouse teams and BPO suppliers.

Roles & Responsibilities

• Team Leadership & Management
• Lead, coach, and supervise the in-house operations team
• Set clear performance goals and monitor team productivity
• Conduct regular performance reviews and provide training and development
• Process Optimization
• Identify inefficiencies and implement operational improvements
• Develop and maintain standard operating procedures (SOPs)
• Ensure compliance with company policies and quality standards
• Customer Experience Support
• Collaborate with stakeholders to resolve order, account or policy related issues
• Ensure high standards of service and achieve high level customer satisfaction
• Data & Reporting
• Track KPIs such as customer satisfaction, resolution rate and service level agreement
• Prepare regular reports and provide insights to leadership
• Use data to drive decision-making and operational improvements

Qualifications Minimum Qualification(s)

• Experience in e-Commerce or customer service operations
• Proven experience in a leadership or supervisory role

Preferred Qualification(s)

• Strong understanding of e-Commerce platforms
• Excellent organizational and problem-solving skills
• Strong communication and interpersonal abilities
• Ability to work in a fast-paced, high-volume environment