TikTok · 11 hours ago
TikTok Shop - Andon Cord/Xbuzz Program Manager
Seattle, WA
Full-time
Onsite
Entry, Mid Level
$78K/yr - $101K/yr
1+ years expTikTok is the leading destination for short-form mobile video, and they are seeking an Andon Cord/Xbuzz Program Manager to oversee the cross-functional escalation process and ensure high-quality service experiences for TikTok Shop users. This role involves managing the Andon Cord system and collaborating with internal and external teams to drive operational excellence and improve service delivery.
Content CreatorsContent DiscoveryMedia and EntertainmentSocial MediaVideo
Responsibilities
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
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
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
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
Qualification
Required
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
Experience in eCommerce or marketplace platform is a plus
5 years experience working cross functionally to successfully deliver complex projects
Professional certificates in program management field, such as PMP
Skills in quantitative and qualitative analysis of customer insights
Benefits
Medical, dental, and vision insurance
A 401(k) savings plan with company match
Paid parental leave
Short-term and long-term disability coverage
Life insurance
Wellbeing benefits
10 paid holidays per year
10 paid sick days per year
17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure)
Company
TikTok
TikTok is a short-form video entertainment app and social network platform. It is a sub-organization of ByteDance.
10001+ employees
H1B Sponsorship
TikTok has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (979)
2024 (601)
2023 (387)
2022 (322)
2021 (133)
2020 (72)
Funding
Current Stage
Late StageLeadership Team
N Ali Mohamed
CEO
Blake Chandlee
VP Global Business Solutions
Recent News
2026-01-14
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2026-01-14
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