Seller Experience Program Manager - TikTok Shop - Japan

Responsibilities

The Seller Experience Team is dedicated to enhancing the experience throughout the entire seller journey on TikTok Shop, from onboarding sellers, listing products to addressing violations and appeals, as well as optimizing logistics and providing comprehensive seller, and AM & seller education. Our primary objective is to ensure a seamless and efficient process that empowers our sellers to succeed on the platform.

Our team plays a critical role in bridging the gap between sellers, BizOps, and XFN teams. We focus on capturing the seller's voice and BizOps requests to identify the root causes of key blockers in the seller journey. By developing systematic solutions, we aim to create lasting improvements that benefit our entire seller community.

As a member of our team, you will have the opportunity to work on high priority projects, making a tangible impact on our platform's success. You will collaborate closely with Operations, GNE, Product, and various XFN teams, contributing to strategic solution development and impactful implementation.

Responsabilities:
- Seller Education:
Develop and Scale Educational Programs: Design, implement, and scale seller education programs and resources (e.g., video tutorials, playbooks, live Q&A sessions) to address common seller pain points, improve seller competency, and reduce violation rates.
- Strategic Solution Development:
Prioritize key issues and create and deliver systematic, actionable solutions to improve seller experience. Collaborate closely with XFN teams as sparring partners to ensure cohesive and effective implementation (e.g., for onboarding, listing, violation and appeal).
- Project Management:
Drive and manage the progress of key projects in collaboration with GNE, Product and other XFN teams, ensuring successful implementation.
- Seller Experience Research:
Design, implement, and continually refine methodologies to conduct seller experience research to identify and address key blockers and pain points in the seller experience.
- Data Analysis & Metrics Tracking:
Monitor, analyze, and interpret key metrics related to seller experience. Use data-driven insights to recommend and implement actionable improvements.
- Review & Communication:
Facilitate preparation of key review meetings and communication to project sponsors to ensure transparency and support decision making.

Qualifications

Minimum Qualifications:
- Bachelor degree or above, experience in project management.
- Good written and oral Proficient in both English and Japanese to support local Japanese sellers, strong knowledge of Japan's eCommerce landscape, consumer demands, digital evolution and mobile transformation.
- Passionate about improving both customer and seller experience
- Strong strategic thinking to prioritize key issues and to break down the issues for solutions.
- Strong analytical skills with the ability to translate data into actionable insights.

Preferred Qualifications:
- Experience working on seller experience.
- Proficiency in seller research methodologies.
- Ability to thrive in a fast-paced, dynamic work environment.