Tiktok Commerce-service Delivery Country Manager

hace 2 semanas

Madrid, España TikTok A tiempo completo

Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

About the team
We are looking for a Service Delivery Country Manager to lead a diverse regional team to deliver service delivery for their respective countries, focuses on supporting our customers and partners through the whole commerce journey.

**Responsibilities**:

- Country Leader to build a high performing customer service team to deliver outstanding Inbound and Outreach services
- Responsible for Quality Assurance, Training, Regional Process (SOP), BPO Vendor Performance, Customer-Resolutions (CR) and Executive Customer-Resolutions (ECR) teams
- Define success metrics and manage team KPIs by coaching and providing guidance to ensure metrics and quality targets are achieved.
- Proactively seek solutions to improve operational efficiency and quality by working with product, operation and policy teams.
- Implement best practices, set up processes and policies to cover dispute processes and make sure service policies are in line with each region's customer demand and local regulations.
- Interpret reporting and analysis to drive service excellence initiatives, and use insights from data to drive product improvements on both user facing processes and agent facing tools and systems.
- Identify training needs and work with all functional teams to deploy training for both BPO and internal teams.

**Qualifications**:
Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- Experience in management experience in Customer Service management role.
- Experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems.
- Analytical Skills: Strong analytical abilities to interpret data, identify trends, and make data-driven decisions to optimize service delivery processes and performance.
- Knowledge of relevant tools and technologies used in customer service operations, such as CRM systems, ticketing systems, and telephony platforms.

**Preferred Qualifications**:

- Experience in managing global teams is a plus
- Experience in Commerce or marketplace platform is a plus.
- Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment.
- Ability to function independently and within a team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential.

TikTok 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 TikTok, our mission is to inspire creativity and bring joy. 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.

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