Shop - Category Operations Manager

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) who delivers Customer Service to our Buyers, Partners and internal users. As part of SSC is our Selling Partner Support (SPS) team who are responsible for supporting our Partners and internal users. We are looking for an 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.

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.

Qualifications

Minimum Qualifications

Bachelor's degree or equivalent practical experience required.

1+ years experience in a Sales, Account Management, or Customer Success role.

Familiarity with executing, contributing to, and creating SOPs.

Demonstrates effective, clear and professional written and oral communication.

Ability to collaborate cross-functionally with both tech and non-tech teams.

Experience with E-commerce, marketplace platforms.

Preferred Qualifications

Ability to display commercial thinking and ownership.

Working with or managing BPO agents who are account managers or sales focused.

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.​