.ResponsibilitiesTikTok 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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.Why Join UsCreation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve. Join us.Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.Responsibilities:Build and develop a team of customer service program managers, operations leaders, vendor managers and knowledge management specialists to ensure a seamless and timely customer service experience.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 regional program team to boost contact center training, quality and knowledge management.Lead regional workforce management strategies and resource optimization.Manage regional vendor strategy and contracts.Lead regional business analysis, identify opportunities based on dashboard, push operation 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.Respond to critical internal escalations and ad-hoc issues with the most flexibility.Represent your team's performance in regular business reviews.Get ready to champion in all operational excellence activities and projects.QualificationsMinimum Qualifications:Bachelor degree or equivalent practical experience.Fluency in English and Spanish is required for the role.Proven experience in consulting, delivering advisory services, extended workforce, and vendor management, with proficiency in program management and driving change