TikTok Shop - Customer Service SOP Lead

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 Support Center (SSC) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SSC is looking for a Customer Service SOP Lead role to be responsible for TikTok Shop's buyer workflows. The team will be responsible for the knowledge production of Global Contact Centers, from working processes to policies to empower global operations equipped with the correct knowledge.

Responsibilities:
- A people manager of a team of SOP PMs who will be responsible for designing and updating the processes for global Contact Centers focusing on Buyers.
- Identify the knowledge gaps based on operational KPIs and sample cases, drive solutions for the team and contribute to global Customer Satisfaction improvement.
- Be responsible for conveying knowledge to global Contact Centers for both Tier1 and Tier2.
- 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.
- 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.