TikTok Shop - Senior Customer Experience Program Manager, Governance & Experience, EMEA

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Responsibilities

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 Joins 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.

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 aftersales experience. This includes, returns, refunds and when needed customer support. You'll analyse data and build business cases to improve our product, process and/or policy for aftersales.

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 judgement, 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 "best-fit" 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:
- 5+ years of 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)
- 2+ years of experience in a European e-commerce business

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, 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 organisation and earn respect universally.
- Cross cultural communication and collaboration skills working cross functionally in a global working environment
- Proficiency in other EMEA languages is a plus, given the need to cooperate with stakeholders from across the region, and occasionally review documents in multiple languages.
- Experience in data analytics, SQL or Python 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.