TikTok Shop - Customer Experience Program Manager, Localization & Business Solutions, Governance & Experience, EMEA

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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. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates.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. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.

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.

About the Role:
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 post purchase experience for specific sales channels, categories and countries. You'll analyse data and build business cases to improve our product, process and/or policy for new category, channel or market launches.

We operate in a multi-sided marketplace and balance the needs of our customers (buyer), sellers and creators. Therfore, 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 experience monitoring and management for the end to end customer post journeys including meeting compliance requirements in all geographies. Prioritize and mobilize team resources to solve compliance gaps.
- Localize and launch customer post purchase journey (Fulfillment, Returns, Refunds and Support) for new markets and monitor customer experience for recent launches.
- Customize and build solutions for customer post purchase journey for new category launches and monitor customer experience for recent launches.
- Customize and build aftersales solutions to enable large seller onboarding to the marketplace including product and policy level customization and monitor post purchase experience.
- Act as key PoC for business and cross functional requests for post purchase customization or issues. 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 suitable solutions, and negotiate project timelines and resources
- Produce and own the project plan for localization and solutions implementation, ensuring that all interdependencies are identified and tracked to schedule.

Qualifications

Minimum Qualifications:
- 5+ years of experience as a Program Manager in Insights, Analytics or Product for Customer Experience.
- 3+ years of experience in e-commerce or similar industry.
- 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, 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.
- Global communication and collaboration skills working cross functionally in a global working environment.
- 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.