TikTok Shop - Escalation Program Manager

About the Team

TikTok’s e-commerce Governance and Experience organization works globally to keep the marketplace safe, reliable, and trustworthy for shoppers, sellers, and creators. The team focuses on user satisfaction by shaping policies, rules, and systems that support service quality. Within this group, the Service Support Center team is dedicated to delivering strong service and a high-quality experience for customers, sellers, and creators.

Role Overview

The Escalation Program Manager will own complex escalation handling for the AMER Oncall Service and Operations team. This position focuses on resolving difficult cases, improving support processes, and strengthening collaboration across teams to enhance seller and creator experiences.

Key Responsibilities

• Oversee seller and creator inquiries escalated by internal groups such as account managers, creator managers, and seller support through the oncall ticketing process.
• Diagnose the underlying cause of escalated issues and drive the right resolution to deliver strong service outcomes.
• Capture recurring questions and answers and document them in the knowledge management system.
• Escalate urgent or high-risk matters quickly to the correct authority.
• Track the rollout of improvement plans and make sure the oncall team hits key performance targets such as CSAT and SLA.
• Work with cross-functional teams and departments to resolve seller and creator issues and ensure every escalation is fully closed.
• Spot recurring problems, reduce repeat complaints, lower escalation volume, and improve the overall operating process and user experience.
• Identify opportunities to improve performance and partner with the oncall service and operations leader on a broader improvement plan.
• Respond to internal and external escalations promptly, professionally, and with strong quality standards.
• Follow established procedures and service guidelines while maintaining or exceeding team expectations.
• Build and maintain SOPs, improve products and processes, and collaborate with Operations Product, QA, Education, and Policy teams to optimize tools, systems, and workflows.
• Partner with GNE enforcement cross-functional teams to identify collaboration opportunities and share practical feedback and insights.
• Support the QA and Training Program Manager with training strategy, project management, and operational execution.
• Strengthen long-term relationships and confidence with sellers and creators.
• Facilitate clear communication across teams and functions by adapting communication style, building partnerships, and keeping program and process updates transparent.
• Contribute to ad hoc initiatives and projects as business needs evolve.
• Help define the strategy and rollout plan for oncall team readiness.

Minimum Qualifications

• Bachelor’s degree or equivalent hands-on professional experience.
• At least 3 years of experience in customer service or customer support.
• Direct experience building an escalation process or managing escalation cases.
• Proven ability to build, manage, and influence relationships with internal stakeholders.
• Experience improving processes and tools, including implementation work for customer service or support teams.
• Hands-on use of AI and automation tools to improve operations and support experiences.

Preferred Qualifications

• Ability to use data to surface insights and solve complex problems.
• A proactive mindset with a strong focus on continuous improvement.
• Strong problem-solving ability and prioritization skills.
• Background in e-commerce or marketplace platforms is an advantage.

About TikTok

TikTok is a leading short-form mobile video platform with a mission to inspire creativity and bring joy. Its global headquarters are in Los Angeles and Singapore, with additional offices across major cities worldwide.

Why Join Us

The company emphasizes curiosity, humility, resilience, and continuous learning. Teams are encouraged to innovate, iterate quickly, and work together to create meaningful impact for users and communities around the world.

Diversity and Inclusion

TikTok is committed to building an inclusive workplace where people are valued for their skills, experience, and unique perspectives, reflecting the diversity of the global communities it serves.

Accommodation

Reasonable accommodations are available during recruitment for candidates with disabilities, pregnancy, sincerely held religious beliefs, or other protected reasons under applicable law. Assistance requests can be submitted through the company’s accommodation process.

Compensation and Benefits

The annual base salary for this position in the selected city ranges from $88,920 to $159,600. Pay may vary based on qualifications, skills, competencies, experience, and location. In addition to base pay, the role may qualify for discretionary bonuses, incentives, and restricted stock units.

Benefits can vary by employment type and work location, but may include medical, dental, and vision insurance from day one, a 401(k) with company match, paid parental leave, short-term and long-term disability, life insurance, wellbeing benefits, 10 paid holidays per year, 10 paid sick days per year, and 17 days of paid personal time, prorated at hire and increasing with tenure. The company may change benefits at any time.

Fair Chance Notice

For candidates in unincorporated Los Angeles County, applicants with arrest or conviction records will be considered in line with applicable federal, state, and local laws. Certain job duties may involve interaction with internal or external contacts, handling confidential and proprietary information, access to IT systems, and the exercise of sound judgment.