Global E-Commerce - SOP Program Manager

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 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 Us Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve. Join us. About the Team ByteDance is a part of a global internet technology group operating a range of content platforms, including TikTok, that inform, educate, entertain and inspire people across languages, cultures and geographies. E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user. We are looking for an SOP Enablement Program Manager to be responsible for building robust processes, identifying opportunities for improvement, and partnering with dependent teams to improve tools and systems for internal and external customers. This position will develop, standardize, and enhance processes to drive efficiency and scalability for the Service and Moderation Team. Responsibilities - Develop SOPs for Customer Service, Seller Support, and Creator Support teams. - Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams. - Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment. Lead process improvement efforts. - Facilitate tech changes and updates, create and maintain system documentation and provide training and support to team members and others as needed to ensure processes and procedures are understood and followed. - Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track. - Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.

Minimum Qualifications - Bachelor's degree or equivalent practical experience. - 3+ years of experience in operations, program, or project management, preferably with experience in developing SOPs. - Familiarity with SOPs - executing, contributing to, and creating them. - Experience working cross functionally with tech and non-tech teams. Preferred Qualifications - Experience in eCommerce or marketplace platform is a plus. 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. #LI-Onsite