Quality Programs Manager, Customer Support - Trust and Safety

Responsibilities

About the team TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission. About the role We are seeking for Quality Program Managers (QPM) to build, optimize and cascade our customer support quality assurance and measurement frameworks as strategic level of initiatives and tactics; using advanced lean process methodology to improve our QA functions in order to improve overall customer satisfaction. As a dedicated Quality Program Manager, you will be working very closely with peering and XFN teams in terms of Pillar QA Team, Partnership Management Team, Business Insights Team, SOP Team, or even Product / Engineering Teams to build and refine comprehensive QA frameworks, procedures, KPI Measurement with a global benchmarking standard. Responsibilities: - Strategical Framework: work closely with Peer / XFN teams to design, compile and optimise end-to-end quality workflows that drive measurable improvements in customer service performance and enable scalable, fair, effective and statistically relevant quality processes for Customer Support. This includes setting quality standards, defining success metrics, and monitoring effectiveness. While establishing and maintaining rigorous audit and review processes to guarantee adherence to quality guidelines. - Process and Implementation: explaining, sharing, cascading and processing the framework as well as quality related programs globally with pillar and XFN teams based on a very deep understanding (dot to dot, end to end) of the quality frames, mechanisms, measurements and regional quality improvement projects. - Projecting: initiating, processing and completing the global-level quality Improvement Projects, project-based daily activity, evaluating the priority of different projects and promoting projects as the process-professional and retrieving ROI and the final output to meet the overall customer satisfaction target. - Performance Monitoring & Reporting: Leverage data analytics such as funnel data analytics to monitor key performance indicators (KPIs) such as customer satisfaction (CSAT), first response time (FRT), first contact resolution (FCR), resolution time and developing metrics, while using these insights to drive continuous improvement. Deliver actionable insights through detailed reporting and visual dashboards to inform decision-making at all levels. - Continuous Improvement: Stay up-to-date with the latest industry trends, emerging technologies, and customer service best practices. Drive innovation in quality programs and explore new tools, platforms, and approaches to improve customer support at scale.

Qualifications

Minimum Qualifications: - Bachelor’s degree in Business, Operations, or a related field, or equivalent experience. - At least 3 years of experience in customer support quality assurance with minimum 1 year of quality project/program handling experience. - Excellent communication skills with strategical thinking, able to think out of box, dare to come out and initiate new ideas and tactics. - Strong analytical and problem-solving skills, with the ability to derive insights from data to drive actionable decisions. - Strong initiating, driving and landing projects/programs skills with good ROI-Retrieve mindset, - Strong multitasking and prioritization skills. Preferred Qualifications - 2+ years in handling / managing global level of projects or programs. - Possessing Knowledge of Six Sigma / Lean processes & continuous improvement methodologies. - Business Analyst backgrounds are strong value-added points and highly preferred. - Any knowledge or experience in product operation or workbench platform build-up will be an strong advantage.

Job Information

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, 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

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

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.

Trust & Safety

TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.

We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.