TikTok Commerce Country Service Lead

1 week ago


Melbourne, Victoria, Australia TikTok Full time
Job Title: TikTok Commerce Country Service Lead

About the Role:

We are seeking a highly skilled and experienced Commerce Country Service Lead to join our team at TikTok. As a key member of our operations team, you will be responsible for leading a regional program team to boost contact center training, quality, and knowledge management.

Key Responsibilities:

  • Develop and implement service quality strategies for contact centers, ensuring cross-functional alignment of service delivery goals and execution.
  • Lead regional workforce management strategies and resource optimization.
  • Manage regional vendor strategy and contracts.
  • Analyze and develop insights on business performance, core performance metrics, and support in preparation of weekly/monthly business reviews.
  • Define and build organizational capabilities for extended planning, governance, and operational efficiencies.

Requirements:

  • Bachelor degree or equivalent practical experience.
  • Fluency in English and Spanish is required for the role.
  • Proven experience in consulting, delivering advisory services, extended workforce, and vendor management, with proficiency in program management and driving change.
  • Proven experience building, managing, and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems.

Preferred Qualifications:

  • Experience in commerce or marketplace platforms is a plus.
  • Proven experience of working with multiple stakeholders across different markets.

About TikTok:

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. We are passionate about this and hope you are too.

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 this link.



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