.ResponsibilitiesAbout UsTikTok 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 UsCreation 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 teamWe are looking for a Process Program Manager (SOP) to be responsible for building robust processes, identifying opportunities for improvement, and partnering with dependent teams to improve tools and systems for internal and external partners. This position will develop, standardize, and enhance processes to drive efficiency and scalability.How the Role contributes to our Mission: Enable our BPO network to handle all inbound partner contacts through adherence to the robust processes you build out. Working with our VoC/VoB team to identify non-value add tasks that create customer effort, and remove them to enable an effortless experience.Responsibilities:Develop SOPs for Partner Service teams.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 conclusions, and keep programs on track.Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.Qualifications:Minimum Qualifications:Bachelor's degree or equivalent practical experience.Experience in operations, program, or project management; preferably with experience in developing Standard Operational Procedures (SOPs).Experience in developing SOPs - executing, contributing to, and creating them.Fluent in market language.Excellent written, verbal and interpersonal communication skills with proven ability to present data to stakeholders in a digestible manner.Preferred Qualifications:Experience in commerce or platform is a plus.Lean Six Sigma Yellow+ Belt is a plus.Proven experience of working with multiple stakeholders across regional markets
