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. --- 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. About the team Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SMT is looking for a SOP Program Manager role. We are open to hiring for this position in Philippines. Responsibilities - Develop service solutions for the service teams under full service model for buyers. - 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 conclusion, and keep programs on track. - Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact. - Collaborate with VOC/QAT to address the gap in the SOPs, and enhance SOP efficiency. Raise the BRD on demands to improve the agents case handling and better customer experience.

Minimum Qualifications - Bachelor's degree or equivalent practical experience with abundant experience in a service or experience management consulting role. - Experience in consulting, delivering advisory services, extended workforce, and people management. - Experience in program management and ability to manage large, complex programs and drive change. - Ability to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements. - Ability to work well as part of a team and process all business requests in a simultaneous way. - Excellent written, verbal and interpersonal communication skills. - Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment. - Support business in shifts/night shift by following labor laws. 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