Shop - Andon Cord​/Xbuzz Program Manager

1 day ago Be among the first 25 applicants

Cross-Functional Escalation Process Management:

• Lead the escalation process, ensuring quick resolution of unresolved issues by coordinating with cross-functional teams.
• Monitor and analyze escalation performance, identifying trends and recommending process improvements.
• Maintain and update documentation on escalation processes, new SOPs, and tool changes to ensure consistency.
• Regularly report on program performance, success metrics, and incidents to leadership.

Andon Cord Management:

• Manage the Andon Cord system and processes, ensuring all policies and procedures are followed in resolving product safety and quality issues.
• Oversee the training and development of internal teams to handle Andon Cord escalations effectively and within set timelines.
• Collaborate with service teams to ensure that all Andon Cord-related incidents are escalated properly and resolved promptly.

Tool Optimization & Process Improvement:

• Lead the ongoing improvement of the Xbuzz tool in collaboration with the product team to enhance operational efficiency.
• Work closely with product teams to integrate insights from escalations into product development for future enhancements.

Risk Identification & Management:

• Identify potential risks within the escalation process and develop strategies to mitigate them.
• Ensure that cross-functional projects are executed on time, flagging and addressing any delays promptly.
• Lead project timelines, keeping stakeholders aligned and deliverables on track.

Minimum Qualifications:

• Bachelor's degree or equivalent practical experience.
• 1-3 years of experience in service or operations excellence, ideally in eCommerce or fast-paced environments.
• Strong program management experience, with a proven ability to initiate and manage large, complex projects.
• Ability to influence cross-functional teams and build effective relationships with stakeholders.
• Quick learner with a deep understanding of the buyer/seller/creator journey in eCommerce, enabling you to streamline processes and optimize workflows.
• Strong attention to detail and ability to navigate complex processes and systems.

Preferred Qualifications:

Tik Tok is the leading destination for short-form mobile video. At Tik Tok, our mission is to inspire creativity and bring joy. Tik Tok's global headquarters are in Los Angeles and Singapore, with offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Inspiring creativity is at the core of Tik Tok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. We lead with curiosity, humility, and a desire to make an 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, constantly iterating and fostering an "Always Day 1" mindset to achieve meaningful breakthroughs for ourselves, our company, and our users.

Tik Tok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people globally and so does our workplace. We celebrate diverse voices and strive to create an environment reflecting the many communities we reach.

Tik Tok 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 or a reasonable accommodation, please reach out to us at

The base salary range for this position in the selected city is $77,969 - $101,334 annually. Compensation may vary outside this range depending on factors such as qualifications, skills, competencies, and location. Benefits may include 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, and paid holidays, sick days, and personal time.

• Associate

• Full‑time

• Project Management and Information Technology

• Technology, Information and Internet