TikTok Shop

TikTok Shop - Risk and Emergency Escalation Program Manager About TikTok Shop Our Governance and Experience (GNE) team is dedicated to building a safe, reliable, and high‑quality commerce ecosystem for users, sellers, creators, and partners. We develop policies, systems, and experiences that ensure trust, drive excellence, and uphold our commitment to user satisfaction. Within GNE, the Service Support Centre (SSC) provides exceptional customer service to internal stakeholders across the commerce business. We’re currently seeking a Risk and Emergency Escalation Program Manager to manage and respond to escalations from internal teams, ensuring operational continuity and stakeholder confidence in fast‑paced environments. Responsibilities Lead coordinated responses to service escalations, safety, and integrity‑related issues across multiple channels (customer contacts, social media, leadership, and external sources). Establish and refine operational processes for rapid issue resolution. Act as the single point of contact (SPOC) for business account managers, ensuring seamless communication and resolution of escalations. Drive collaboration across teams to optimize service operations, manage key stakeholder meetings, and track program alignment. Analyze customer feedback, incident trends, and program performance metrics to identify root causes and implement long‑term improvements. Regularly report insights to leadership and drive product, policy, and process enhancements. Develop and implement systems to proactively detect service defects, working with Product, Policy, and Process teams to ensure timely resolution and prevent recurrence. Own experience recovery by identifying and resolving unresolved internal issues. Oversee internal support requests, troubleshoot independently, and escalate when necessary for faster resolution. Partner with Quality Monitoring and Training teams to continuously improve escalation‑handling processes, onboard new hires, and drive operational excellence. Maintain structured review cadences (weekly, bi‑weekly, monthly) with internal teams and stakeholders, ensuring program effectiveness, transparency, and ongoing enhancements. Qualifications 3+ years of experience in program management, crisis management, or service operations with a focus on escalations and emergency response. Demonstrated ability to manage escalations and emergency situations, ensuring quick and effective solutions. Strong analytical and problem‑solving skills, including data analysis, trend identification, and root‑cause resolution. Effective communicator capable of connecting, collaborating, and influencing partners across different teams and levels. Ability to navigate ambiguity, handling multiple priorities in a fast‑paced, changing environment. Preferred: Prior experience in the tech, commerce, or customer service industry. Experience working with Product, Policy, and Process teams to drive service improvements. Experience leading cross‑functional initiatives with executive stakeholders. Background in developing training programs or quality assurance processes. About TikTok TikTok is the leading destination for short‑form mobile video. Our mission is to inspire creativity and bring joy. TikTok’s global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo. Why Join Us Our innovative product is built to help people authentically express themselves, discover and connect. Together, we create value for our communities, inspire creativity, and bring joy. We lead with curiosity, humility, and a desire to make an impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate. Diversity & Inclusion TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. We celebrate diverse voices and aim to create an environment that reflects the communities we reach.> TikTok Accommodation TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other protected characteristics. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request Job Information Compensation Description (Annually): Base salary range $83,600 – $143,556. Base pay is one part of the Total Package. Additional discretionary bonuses, incentive programs, and restricted stock units may apply. Benefits include medical, dental, vision insurance, 401(k) plan with company match, paid parental leave, short‑term and long‑term disability coverage, life insurance, wellbeing benefits, 10 paid holidays, 10 paid sick days, and 17 days of paid personal time. Location: Seattle, WA (remote options available). For Los Angeles County candidates, eligibility considerations apply under the California Fair Chance Act and local regulations. #J-18808-Ljbffr