TikTok Shop - Senior Seller Experience Program Manager - Governance & Experience
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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.
About the Role:
We're looking for a data driven seller experience program manager to join our growing EMEA team. You will work with colleagues across TikTok Shop to help identify solutions from across the governance and experience team to improve the seller experience. This includes, platform rules and policies, violations and enforcement, fulfillment, returns, refunds and customer and seller support. You'll analyse data to understand the impact and priority of problems and solutions and build business cases to improve the overall seller experience.
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:
- Act as the governance and experience leader to advocate for the voice of the seller and balance their experience with overall governance goals and objectives.
- Define new metrics to measure Seller Experience on the platform and analyse data to identify key areas for improvement. Triangulate findings and insights across different data sources and types (e.g qualitative and quantitative) to scope out key seller experience problems.
- Translate the opportunities into clear, concise, and impactful insights and business requirements that inform business strategies, project prioritization and decision-making
- Collaborate within and outside GNE with cross functional teams and key stakeholders to deliver requirements, design best in practice 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.
- Advocate for the sellers best interest and align cross-functional stakeholders, including governance, sales and account management, product, logistics and senior management to deliver initiatives to improve seller satisfaction and retention.
Qualifications
Minimum Qualifications:
- 3+ years of experience in Insights, Analytics, Product or Program Management for Seller Experience or E-Commerce.
- Bachelor's degree or Master's degree (or equivalent practical experience).
- 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.
- Previous experience working in a fast paced, ambiguous and high growth environment.
Preferred Qualifications:
- Experience in data analytics, SQL or Python Preferred.
- 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
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 too.