APAC Oncall SOP Specialist

2 weeks ago

Manila, National Capital Region, Philippines ByteDance Full time

APAC Oncall SOP Specialist - GNE Services and Moderation (Manila)

Pasig Regular Operations Job ID: A222340

Responsibilities

About ByteDanceFounded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, 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 UsCreation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible.Together, we inspire creativity and enrich life - a mission we aim towards achieving every day.To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve.Join us.About the teamAbout us: 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 Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.The Role: Resolution Lead manages a team who will focus on ensuring true resolution for cases handled by our front-line service teams and protecting our platform. As a people-manager, this role will be responsible for people and performance management, ensuring seller satisfaction through the management and development of our people.How the Role contributes to our Mission: We want to give our buyers, sellers and creators confidence that our platform is a trusted, safe marketplace.Responsibilities- Develop SOPs for APAC Oncall Ticketing Operations team.- Collect SOP requests from regional XFN teams (GNE or product teams) and take charge of regional SOP updates and communication with the regional XFN Team- Deliver training or facilitate calibration of SOP updates with APAC Oncall Ticketing Operations team.- Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.- Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment. Lead process improvement efforts.- Facilitate tech changes and updates. Create and maintain system documentation and provide training and support to team members and others as needed to ensure processes and procedures are understood and followed.- Effectively manage project and stakeholder meetings, drive discussions to conclusion, and keep programs on track.- Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.

Qualifications

Minimum Qualifications- Associate's degree or equivalent practical experience.- 3 years of experience in service operations.- Experience working cross functionally with tech and non-tech teams, with good verbal and written communication skills.- Good at problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.Preferred Qualifications- Experience in developing Standard Operational Procedures (SOPs); Familiarity with SOPs - executing, contributing to, and creating them.- Experience in eCommerce or marketplace platform is a plus.- Bilingual or multilingual is highly preferred but not required.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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