TikTok Shop-Customer Experience Program Manager, Governance and Experience (12-Month Maternity Cover)
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Responsibilities
About TikTok
TikTok 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 Us
Creation 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.
About the team
The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users.
This role sits within the EMEA E-Commerce Governance and Experience team. This team is responsible for ensuring our marketplace is engaging, safe and trustworthy for not only users, but also sellers and creators. We put the customer at the heart of our business and work on policies, rules, products and systems to ensure a best in class customer experience.
We're looking for a data-driven customer experience program manager to join our growing EMEA team. In this role, you'll work with colleagues across TikTok Shop to help identify problems and opportunities to improve the customer after-sales experience. This includes returns, refunds and when needed customer support. You'll analyze data and build business cases to improve our product, process and/or policy for after-sales.
We operate in a multi-sided marketplace and balance the needs of our customers (buyer), sellers and creators. Therefore, to be successful in this role you'll need to have strong judgment, analytical problem solving and detailed planning skills. You'll also need to have strong data and communication skills as you'll use data-driven business cases to align with a wide variety of stakeholders.
Key Responsibilities Include:
- Own end-to-end customer aftersales journeys, this could be within returns, refunds or customer support. Build the vision and plan to ensure customers can quickly and easily access returns, refunds and support from the right channel.
- Own key aftersales metrics and analyse data, identify key areas for improvement and translate into clear, concise, and impactful insights that inform business strategies, project prioritization and decision-making
- Triangulate findings and insights from across different sources to scope out key customer problems and collaborate with cross-functional teams and key stakeholders to gather requirements, design bestfit solutions, and negotiate project timelines and resources
- Produce and own the project plan for implementation, ensuring that all interdependencies are identified and tracked to schedule.
- Manage go-to-market (GTM) to successfully launch new products and policies and track post-launch impact.
- Advocate for the customer's best interest and align cross-functional stakeholders, including marketing, product, logistics, sales, and senior management to deliver initiatives to improve customer satisfaction and retention.
Qualifications
Minimum Qualifications
- Significant experience in Insights, Analytics, Product or Program Management for Customer Experience or E-Commerce
- Bachelor's degree or Master's degree (or equivalent practical experience)
Preferred Qualifications
- Comfort working in a fast-paced, ambiguous and high-growth environment;
- Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, and recommendations, and drive action;
- Strong verbal and written communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insight;
- Strong interpersonal and relationship-building skills. Ability to interact at all levels within the organization and earn respect universally;
- Crosscultural communication and collaboration skills working cross-functionally in a global working environment
- Experience in data analytics, SQL, or Python is preferred.
TikTok 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 TikTok, our mission is to inspire creativity and bring joy. 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.