Service Account Management Lead – TikTok Shop

About the role

We are seeking a Service Account Management Lead for TikTok Shop in the United States. The role will head the Service Account Management (SAM) function within the Selling Partner Growth team, driving high‑touch support for top‑tier selling partners and contributing to marketplace growth.

Key responsibilities

• Lead a blended team of BPO associates and in‑house Category Operations Managers.
• Design and launch a Premier Support solution for top‑tier partners to retain and grow GMV.
• Partner with Quality Monitoring and Training teams to coach and onboard new hires.
• Identify and resolve seller issues, conducting root‑cause analysis and driving process improvements.
• Set and track OKR goals, provide feedback, and monitor team performance and utilization.
• Analyze customer satisfaction trends and implement strategies to enhance service quality.
• Maintain relationships with internal operational stakeholders and represent SAM in cross‑functional meetings.
• Collaborate with Readiness, SOP, QA, Training, and Systems teams to optimise processes affecting sellers and creators.

Required profile

• Proven experience managing mixed BPO and in‑house teams in a fast‑paced e‑commerce environment.
• Strong leadership and coaching abilities with a focus on performance metrics and OKR management.
• Excellent analytical skills for trend analysis, root‑cause investigations, and process optimisation.
• Ability to build and maintain cross‑functional relationships and influence stakeholders.

Required skills