Abbas Jaffry
Program Manager - Emea, Latam & the Americas @TikTok
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WORK HISTORY
Program Manager - Emea, Latam & the Americas @TikTok
London, GB
Sucessfully Launched operations in 7 new markets inlcuding regulatory compliance across UK, EU and LATAM- Delivered $M+ savings via AI automation (20K tickets eliminated, CPO -20%, AHT -30%, FCR +25%) while embedding VOC/VOB & data insights into roadmaps- Delivered/ Launched 14+ global end-to-end programs enhancing operational efficiency and service levels, aligning with organizational and customer-centric goals- Led EMEA wide GCP Migration and regulatory compliance- Scaled PMO dashboards for 50+ stakeholders, ensuring OKR and program health visibility with 98% delivery rate- Only non-Director invited to EU quarterly planning, shaping multimillion $ investment decisions- Supported in improving CSAT from 60% to 80+% plus ensuring optimal agent productivity- Spearheaded delivery programs which included E2E project lifecycle, Objectives, POCs, Milestones with DDL, Risk & mitigation plans etc- Fostered cross-functional collaboration with Customer Service Operations, Quality teams, Training, Workforce management, Customer experience, Product and other technical teams to define standard operational procedures, processes and technical requirements- Presented Program performances along with actionable plans to senior leadership, focusing on ticket analysis and key KPIs: CSAT, CPO, 24Hr Resolution rate, Compliant rates, FRT, DSAT drivers and etc.
EDUCATION
Preston Manor School
O-Levels / GCSE's
Iqra University (Official)
Bachelor of Business Administration (B.B.A.)
Shaheed Zulfikar Ali Bhutto Institute of Science and Technology
Master of Business Administration (MBA)
SKILLS
ABOUT ABBAS JAFFRY
AI-driven Program & Product Ops leader with 14+ years at TikTok, Careem (Uber), PwC & …
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