TikTok
TikTok Shop - Risk and Emergency Escalation Program Manager
TikTok, Seattle, Washington, us, 98127
TikTok Shop - Risk and Emergency Escalation Program Manager
Our Governance and Experience (GNE) team is dedicated to building a safe, reliable, and high-quality commerce ecosystem for our users, sellers, creators, and partners. We develop the policies, systems, and experiences that ensure trust, drive excellence, and uphold our commitment to user satisfaction.
Within GNE, our Service Support Centre (SSC) provides exceptional customer service to internal stakeholders across the commerce business. We’re currently seeking a Risk and Emergency Escalation Program Manager to join our team, someone who thrives in fast‑paced environments and is passionate about driving resolution for high‑impact issues. In this role, you’ll manage and respond to escalations from internal teams, playing a key part in ensuring operational continuity and stakeholder confidence.
Responsibilities
Lead coordinated responses to service escalations, safety, and integrity‑related issues across multiple channels (customer contacts, social media, leadership, and external sources). Establish and refine operational processes for rapid issue resolution.
Act as the single point of contact (SPOC) for business account managers, ensuring seamless communication and resolution of escalations. Drive collaboration across teams to optimize service operations, manage key stakeholder meetings, and track program alignment.
Analyze customer feedback, incident trends, and program performance metrics to identify root causes and implement long‑term improvements. Regularly report insights to leadership and drive product, policy, and process enhancements.
Develop and implement systems to proactively detect service defects, working with Product, Policy, and Process teams to ensure timely resolution and prevent recurrence.
Own experience recovery by identifying and resolving unresolved internal issues. Oversee internal support requests, troubleshoot independently, and escalate when necessary for faster resolution.
Partner with Quality Monitoring and Training teams to continuously improve escalation‑handling processes, onboard new hires, and drive operational excellence.
Maintain structured review cadences (weekly, bi‑weekly, monthly) with internal teams and stakeholders, ensuring program effectiveness, transparency, and ongoing enhancements.
Qualifications Minimum Qualifications
3+ years of experience in program management, crisis management, or service operations, with a focus on escalations and emergency response.
Demonstrated ability to manage escalations and emergency situations, ensuring quick and effective solutions.
Strong analytical and problem‑solving skills, including data analysis, trend identification, and root‑cause resolution.
Effective communicator who can connect, collaborate, and influence partners across different teams and levels.
Demonstrated ability to navigate successfully in ambiguity, with multiple priorities in a fast‑paced, changing environment.
Preferred Qualifications
Prior experience in the tech, commerce, or customer service industry.
Experience working with Product, Policy, and Process teams to drive service improvements.
Experience leading cross‑functional initiatives with executive stakeholders.
Background in developing training programs or quality assurance processes.
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, 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, fostering an “Always Day 1” mindset to achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless.
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, we celebrate diverse voices and strive for an environment that reflects the many communities we reach.
TikTok Accommodation TikTok 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/RA-request.
Compensation The base salary range for this position is $83,600 - $143,556 annually. Compensation may vary depending on qualifications, experience, and location.
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Within GNE, our Service Support Centre (SSC) provides exceptional customer service to internal stakeholders across the commerce business. We’re currently seeking a Risk and Emergency Escalation Program Manager to join our team, someone who thrives in fast‑paced environments and is passionate about driving resolution for high‑impact issues. In this role, you’ll manage and respond to escalations from internal teams, playing a key part in ensuring operational continuity and stakeholder confidence.
Responsibilities
Lead coordinated responses to service escalations, safety, and integrity‑related issues across multiple channels (customer contacts, social media, leadership, and external sources). Establish and refine operational processes for rapid issue resolution.
Act as the single point of contact (SPOC) for business account managers, ensuring seamless communication and resolution of escalations. Drive collaboration across teams to optimize service operations, manage key stakeholder meetings, and track program alignment.
Analyze customer feedback, incident trends, and program performance metrics to identify root causes and implement long‑term improvements. Regularly report insights to leadership and drive product, policy, and process enhancements.
Develop and implement systems to proactively detect service defects, working with Product, Policy, and Process teams to ensure timely resolution and prevent recurrence.
Own experience recovery by identifying and resolving unresolved internal issues. Oversee internal support requests, troubleshoot independently, and escalate when necessary for faster resolution.
Partner with Quality Monitoring and Training teams to continuously improve escalation‑handling processes, onboard new hires, and drive operational excellence.
Maintain structured review cadences (weekly, bi‑weekly, monthly) with internal teams and stakeholders, ensuring program effectiveness, transparency, and ongoing enhancements.
Qualifications Minimum Qualifications
3+ years of experience in program management, crisis management, or service operations, with a focus on escalations and emergency response.
Demonstrated ability to manage escalations and emergency situations, ensuring quick and effective solutions.
Strong analytical and problem‑solving skills, including data analysis, trend identification, and root‑cause resolution.
Effective communicator who can connect, collaborate, and influence partners across different teams and levels.
Demonstrated ability to navigate successfully in ambiguity, with multiple priorities in a fast‑paced, changing environment.
Preferred Qualifications
Prior experience in the tech, commerce, or customer service industry.
Experience working with Product, Policy, and Process teams to drive service improvements.
Experience leading cross‑functional initiatives with executive stakeholders.
Background in developing training programs or quality assurance processes.
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, 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, fostering an “Always Day 1” mindset to achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless.
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, we celebrate diverse voices and strive for an environment that reflects the many communities we reach.
TikTok Accommodation TikTok 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/RA-request.
Compensation The base salary range for this position is $83,600 - $143,556 annually. Compensation may vary depending on qualifications, experience, and location.
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