Responsibilities
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SSC is looking for an Oncall Escalation Program Manager role who is responsible for handling escalations and complex cases for the Oncall Service and Operation team.

Responsibilities:
- End-to-End Escalation Management: Establish and own the escalation management framework, including SOPs, processes, and guidelines. Manage seller and creator escalations from internal stakeholders through the ticket system, acting as the incident commander for critical issues.
- Resolution & Root Cause Analysis: Identify the root cause of escalated issues and provide effective resolutions. Promptly escalate high-risk cases and lead blameless post-mortems to drive deep-dive investigations.
- Continuous Improvement: Look for opportunities to eliminate repeat complaints and reduce escalation rates. Monitor improvement plans to ensure performance metrics (CSAT, SLA) are met and partner with operations leaders to develop comprehensive improvement strategies.
- Cross-Functional Collaboration: Coordinate with Product, Engineering, QA, Policy, and other teams to resolve customer issues and optimize systems and processes. Partner with the QA & Training Program Manager to coach the service team on escalation case studies.
- Stakeholder Communication: Lead and facilitate effective communication between organizations and teams. Deliver clear, timely, and transparent updates related to programs, processes, and incidents to all stakeholders, including executive leadership.

Qualifications
Minimum Qualifications:
- BA/BS degree or equivalent practical experience.
- Experience creating escalation processes or directly handling complex escalation cases.
- Demonstrable experience building, managing, and influencing relationships with internal stakeholders.

Preferred Qualifications:
- Experience in the eCommerce or Quality Assurance industry is a plus.
- Highly detail-oriented with experience working with KPIs and quality frameworks.
- A data-driven problem-solver with analytical experience (e.g., proficient in Excel, able to analyse dashboards) who thrives in a fast-paced, diverse environment.
- Exceptional written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders.
- Resilience and sound judgment to make critical decisions in fast-moving, ambiguous situations.

About Us
Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut and Pico as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.

Why Join ByteDance
Inspiring creativity is at the core of ByteDance's mission. Our innovative products are 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 enrich life - a mission we work towards every day.
As ByteDancers, 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. 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
ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.

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