TikTok Shop - SAM Category Operations Manager

Overview The Service Support Centre (SSC) delivers customer service to buyers, partners and internal users. Within SSC, the Selling Partner Growth (SPG) team provides a high‑value partner support experience to help sustain strong account health and performance on TikTok Shop, accelerating GMV growth. We are looking for a SAM Category Operations Manager to oversee the health and performance of selling partners for a defined set of categories. Responsibilities Selling Partner Growth Ensure partners have a seamless experience getting onto and using the platform, ramping up quickly, and continuously growing while sustaining good health and performance. Monitor operational health and performance of partners under your responsible categories, directing BPO resources to proactively address risks that may block growth. Collaborate with Account Managers to design targeted outreach (coaching and education) that improves health and performance and unlocks revenue potential. Ensure effective BPO agent communication and engagement, including early warning communication with risky partners, promoting guidance on platform rules and regulations, and holding improvement sessions on fulfillment and support performance. BPO Operational Performance Manage the BPO team to ensure high performance. Address BPO‑agent quality or compliance issues raised by Account Managers, ensuring front‑line BPO teams deliver best‑in‑class quality experience and resolution that meets partners’ expectations. Identify BPO knowledge, training and quality gaps and collaborate with SOP PM, Quality Assurance and Training PM to apply effective training and quality frameworks so the BPO team understands the process and product well and can address partners’ servicing needs. Processes & Improvement Identify new process opportunities that help partners reduce violations, increase education penetration, and increase campaign participation. Identify process gaps that prevent BPO from self‑solving partner issues, creating escalations, and refine with cross‑functional collaboration to enable BPO to self‑solve future case types. Work with escalations from partners or Account Managers, resolve issues within target service level, identify root cause, and implement changes to prevent future escalations. Qualifications Minimum Qualifications Bachelor’s degree or equivalent practical experience. +3 years experience in a Sales, Account Management, or Customer Success role. Familiarity with executing, contributing to, and creating SOPs. Demonstrates effective, clear and professional written and oral communication. Ability to collaborate cross‑functionally with both tech and non‑tech teams. Project management experience. Experience with e‑commerce, marketplace platforms. Preferred Qualifications Strong commercial thinking and an ownership mindset. Experience managing BPO teams focused on account management or sales. Benefits & Compensation Base salary range: $88,920 – $159,600 annually. Additional bonuses, restricted stock units and other incentives may apply. Employees receive medical, dental, vision insurance, a 401(k) savings plan with company match, paid parental leave, short‑term and long‑term disability coverage, life insurance, wellbeing benefits, 10 paid holidays, 10 paid sick days, and 17 days of paid personal time (prorated upon hire and increasing with tenure). EEO & Accommodations TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other protected reasons. If you need assistance, please contact us at For Los Angeles County (unincorporated) Candidates, qualified applicants with arrest or conviction records will be considered in accordance with applicable laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act. Criminal history may affect the following duties, potentially resulting in the withdrawal of a conditional offer: 1. Interacting and occasionally having unsupervised contact with internal/external clients or colleagues; 2. Handling and managing confidential information, including proprietary and trade secret information and information technology systems; and 3. Exercising sound judgment. #J-18808-Ljbffr