Buyer Service Lead, Knowledge Management - USDS

Responsibilities

About TikTok U.S. Data Security
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security ("USDS") is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

Team Intro
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Experience Team (SET) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators. USDS Global E-commerce function is looking for a Buyer Service Lead who is responsible for managing the Buyer related programs and experience for the specific region based on the understanding of business needs

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities:
- Lead a team to support US E-commerce business focused on buyer support.
- Define all buyer experience related projects by benchmarking industry initiatives and tools to facilitate a seamless buying process for the region.
- Develop and communicate buyer related key initiatives to all stakeholders in the region and increase synergy with business.
- Lead training and SOP teams to empower service agents to meet all performance related metrics (e.g. - customer satisfaction, resolution rates).
- Ownership and maintenance of knowledge base for buyer support process documentation.
- Produce and own the master schedule of initiative and regional project plans, ensuring that all interdependencies are identified and factored into the master schedule.
- Directly manage high-impact projects/programs wherever needed.
- Seek out cross-project synergies (across global initiatives, regional plans, and interdependent projects) and ensure leveraged opportunities across all project initiatives.
- Sort out the opportunities in buyer communication entrances and interactions to reduce their efforts in getting support for their inquiries.
- Collaborate with key business group contacts, project teams and global/regional service contacts to design, develop and implement product training programs that support business objectives.
- Proactively engage internal service functions, such as Operations, Process, Quality, Training, and SOP to drive improvement efforts.
- Travel 15-20% of the time

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- Minimum 5+ years business experience in service and experience field & 2+ years managing training or SOP teams.
- Experience in eCommerce or marketplace platforms.
- Experience working with and managing outsourced vendors.
- Experience in regional service launch especially in new country/markets kickoff.
- Passion for customers and partners and effective at designing and implementing experience KPI's and other measures.
- Expertise in project design, communication skills, driving for results and managing changes.

Preferred Qualifications
- Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization.
- Ability to advocate and influence while not owning directly. Ability to work cross-group and cross-level, and with all levels of management.
- Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
- Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions.
- Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
- Strong verbal and written communication skills with a demonstrated experience engaging and influencing senior executives.
- Strong ownership and a team player, always focused on delivering results with high standards.

D&I Statement
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.

Accommodation Statement
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/ktJP6

Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.