Operation Excellence Lead- E-commerce- USDS

Responsibilities
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for an Operation Excellence Lead role to be responsible for day-to-day operations, drive go-to-market initiatives, to define a global extended workforce plan and strategy, and drive quality programs to identify problems in SOPs and processes. This position will provide key analytical, reporting, forecasting support for the group and will be responsible for developing reporting and variance analysis regarding weekly/monthly/bi-monthly statistics, provide support & recommendations regarding performance.

Roles & Responsibilities
- Develop service quality strategies for contact centers, ensuring cross-functional alignment of service delivery goals and execution, and helping teams drive strategic partnerships and new initiatives forward.
- Focus on aligning company priorities with excellent day-to-day operations, design and lead growth initiatives for long-term success.
- Lead a global program team to boost contact center training, quality and knowledge management.
- Lead global workforce management strategies and resource optimization.
- Lead global business analysis, identify the opportunities based on dashboard, push global improvements by strong collaboration with regional service delivery heads.
- Analyze and develop insights on business performance, core performance metrics, and support in preparation of weekly/monthly business reviews.
- Define and build organizational capabilities for extended planning, governance and operational efficiencies.

Qualifications
Minimum Qualifications：
- BA/BS degree or equivalent practical experience, advanced degree
- 5+ years in a service or experience management consulting role.
- Experience in program management and ability to manage large, complex programs and drive change.
- Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment.
- Ability to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.
- Excellent analytical, leadership, organizational, stakeholder management, and problem-solving skills.

Preferred Qualification:
- Experience in eCommerce or marketplace platform is a plus.

About USDS
TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.​
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On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.​


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.​
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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.​


USDS Reasonable Accommodation
USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/USDS-RA​


Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $104712 - $192534 annually.​
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.​
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).​
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.​
For Los Angeles County (unincorporated) Candidates:​
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:​
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;​
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and​
3. Exercising sound judgment.​