TikTok Shop -Oncall Escalation Program Manager

This role is based in London.

Responsibilities:

- Establish effective escalation SOP & process and guidelines.
- Manage seller and creator enquiries escalated by internal stakeholders.
- Identify root causes of escalated issues and provide resolutions.
- Monitor execution of improvement plans to meet performance metrics.

Qualifications:

- BA/BS degree or equivalent practical experience.
- Experience creating escalation processes or handling escalation cases.
- Strong relationship management skills with internal stakeholders.