TikTok Commerce - Category Operations Manager (Italian speaking)
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Responsibilities
About TikTok
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. Our global headquarters are in Los Angeles and Singapore, with offices in New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is at the core of TikTok's purpose. Our platform is designed to help imaginations thrive. Our teams work tirelessly to make TikTok possible. We believe in inspiring creativity and bringing joy every day. Challenges are opportunities for learning, innovation, and growth. We never settle for the status quo; courage is our constant.
At TikTok, we grow and create together, driving impact for our users, our company, and our communities. Join us.
About the team
The Governance and Experience team aims to build a safe, trustworthy marketplace for users and partners. We focus on policies, rules, products, and systems to ensure quality. We seek passionate talent to help us create an innovative, secure, and intuitive commerce ecosystem.
The Service Support Centre (SSC), part of the GNE organization, provides customer service to partners and internal users. We seek an Operations Manager responsible for partner health and performance across specific categories, leveraging BPO and in-house resources. You will work closely with the Commerce Operations team to ensure partners have a frictionless experience and their growth aligns with Account-Management OKRs.
Roles and Responsibilities
Partner Growth
* Ensure partners have a seamless onboarding, quick ramp-up, and continuous growth while maintaining good health and performance.
* Monitor operational health and direct BPO resources to proactively address risks that could hinder growth.
* Collaborate with Account Managers to design outreach, coaching, and education to improve partner health and unlock revenue potential.
* Ensure effective communication and engagement with partners, including early warning for risky partners, guidance on platform rules, and support performance improvement sessions.
BPO Operational Performance
* Manage the BPO team to ensure high-quality performance, addressing any quality or compliance issues.
* Identify training and quality gaps, collaborating with relevant teams to enhance BPO understanding and effectiveness.
Processes & Improvement
* Identify new process opportunities to help partners reduce violations, increase education, and boost campaign participation.
* Address process gaps that prevent BPO from resolving issues independently, collaborating across functions for improvements.
* Resolve issues within service level targets, identify root causes, and implement preventive changes.
Qualifications
Minimum Qualifications
* Bachelor's degree or equivalent experience.
* 3+ years in Sales, Account Management, or Customer Success roles.
* Experience in creating and executing SOPs.
* Ability to collaborate across tech and non-tech teams.
* Project management skills.
* Experience with e-commerce and marketplace platforms.
* Fluent in English and Italian; strong cross-cultural communication skills.
Preferred Qualifications
* Commercial thinking and ownership mindset.
We are committed to creating an inclusive environment that values diverse skills, experiences, and perspectives. Our platform connects people worldwide, and so does our workplace. We celebrate diversity and aim to reflect the communities we serve. Join us in inspiring creativity and bringing joy.
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