Appeal Program Manager - UK Market

2 Months ago • 1 Years + • Program Management

Job Summary

Job Description

The Appeal Program Manager - UK Market is responsible for all aspects of the UK appeal business, from managing the BPO and operations to creating SOPs, training agents, auditing results, managing stakeholders, reporting on business reviews, and handling ad-hoc requests. Key responsibilities include monitoring and driving UK appeal KPIs, ensuring accuracy meets expectations, effectively managing the BPO, collaborating with stakeholders for improvements and issue resolution, reporting to various stakeholders, and handling ad-hoc inquiries. The role requires experience in operations, program/project management, SOP development, strong analytical skills, excellent communication, project management across teams and geographies, and proficiency in English and Mandarin.
Must have:
  • Manage UK appeal business comprehensively
  • Monitor and drive UK appeal KPIs
  • Manage BPO effectively
  • Collaborate with stakeholders
  • Report on GS appeal performance
  • 1+ year experience in operations/program management
  • Proven analytical skills & Excel proficiency
  • Strong communication skills
  • Experience in project management
Good to have:
  • Experience with remote teams
  • Commerce industry background
  • Strong problem-solving skills

Job Details

Responsibilities
About Us As part of the GNE organization, our Service Support Centre (SSC) provides customer service to Buyers, Partners, and internal users. Within SSC, the Selling Partner Support (SPS) team focuses on supporting our Partners and internal stakeholders. Driving the growth of our Selling Partners is a key priority for SPS. We are looking for a Program Manager (PM) to be responsible for developing, standardizing, and optimizing processes to drive both efficiency and scalability. Responsibilities - Be the sole owner of UK appeal business, responsible for all aspects of the business, from managing BPO, running the operations, creating SOPs, training agents, auditing their results, to manage stakeholders, report on business reviews, and handle adhoc requests from all stakeholders - Monitor and drive the UK appeal KPIs, to ensure the appeal handling accuracy meets expectations from the in-house team - Manage the BPO effectively from resources, scheduling, to quality and efficiency - Collaborate with stakeholders to get updates, push for improvements, and solve issues - Report to different stakeholders and review meetings regarding GS appeal performance - Handle ad-hoc requests or inquiries from all teams - Dedicated to appeal quality improvement
Qualifications
Minimum Qualifications - Bachelor's degree or equivalent practical experience - At least 1 year of experience in operations, program, or project management, involving SOP development - Proven analytical skills with proficiency in Excel and the ability to structure and analyze dashboards - Strong written and verbal communication skills, with the ability to effectively coordinate processes and projects involving internal and external stakeholders - Experience in project management, including coordination across different teams and geographies - Ability to work in a fast-paced, diverse environment, with experience managing multiple tasks simultaneously - Proficiency in English and Mandarin since this role will also be overseeing China market Preferred Qualifications - Experience working with remote or virtual teams - Background in the commerce industry - Strong problem-solving skills and the ability to navigate complex, cross-functional projects
Job Information
About Us

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut and Pico as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.

Why Join ByteDance

Inspiring creativity is at the core of ByteDance's mission. Our innovative products are 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 enrich life - a mission we work towards every day.

As ByteDancers, 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. 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

ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.

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About The Company

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.

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