TikTok Local Services - Experience Strategy Manager

Responsibilities

About the team
With the mission of "Inspiring New Life and Helping Good Business", Local Services is committed to becoming the most trusted local service platform for users and partners. In Local Services, through POI, Video, LIVE, Search, and other various products -- services and roles related to life are creatively connected, making the daily life experience richer, more unique, and more innovative.

At the same time, Local Services creates an inclusive and fair business environment, helping merchants, service providers, creators and other roles to continuously create revenue and improve efficiency. In this regard, the Governance and Experience team of Local Services seeks to preserve trust and uplift the user experience for TikTok Local Services, by designing and implementing end-to-end programmes that enable a safe, trustworthy and thriving international marketplace.

Responsibilities
- Devise data-driven, end-to-end experience and aftersales strategies for TikTok Local Services to protect consumers and drive customer satisfaction and loyalty.
- Diagnose experience issues through data analysis and multi-stakeholder insights - VOC, VOB, and creator feedback - and translate them into targeted Experience and aftersales strategies; partner with cross-functional teams to implement measures that strengthen ecosystem health and resolve experience issues.
- Build strategies, policies, SOPs, processes and rules across the full aftersales lifecycle - including Experience, Cancellations, Refunds, Service Recovery, Arbitration and Aftersales Enquiry Handling.
- Develop mechanisms to respond to customer feedback and proactively detect and prevent inferior experiences upstream; collaborate with cross-functional teams to turn insights into product, policy, service and process improvements, and measure the resulting impact.
- Ensure fair treatment of cross-functional team while safeguarding the customer experience; engage stakeholders to understand their pain points, growth challenges and industry dynamics, balancing risk governance with growth enablement to deliver a strong business experience for legitimate partners.
- Analyse recurring cases and root causes to surface systemic experience issues, and independently lead cross-functional improvement initiatives as needed.

Qualifications

Minimum Qualifications
- Bachelor's degree or above, preferably in a quantitative discipline such as Mathematics, Statistics, Engineering or Data Analytics.
- Experience in customer experience, aftersales, policy or related programmes across O2O, Local Services or E-commerce;
- Strong data interpretation and analytical skills, with proficiency in querying and analytical tools.
- Excellent written and spoken English, including a demonstrated ability to develop and articulate complex strategies in writing.

Preferred Qualifications
- Strategic thinking with solid programme management and communication skills; able to drive complex projects and influence multiple cross-functional teams.
- Proactive, independent and self-driven, with the ability to thrive in ambiguity and manage multiple competing priorities in a fast-paced environment.
- Familiarity with strategy consulting or seller operations is a plus.

Responsibilities

Responsibilities

About the team
With the mission of "Inspiring New Life and Helping Good Business", Local Services is committed to becoming the most trusted local service platform for users and partners. In Local Services, through POI, Video, LIVE, Search, and other various products -- services and roles related to life are creatively connected, making the daily life experience richer, more unique, and more innovative.

At the same time, Local Services creates an inclusive and fair business environment, helping merchants, service providers, creators and other roles to continuously create revenue and improve efficiency. In this regard, the Governance and Experience team of Local Services seeks to preserve trust and uplift the user experience for TikTok Local Services, by designing and implementing end-to-end programmes that enable a safe, trustworthy and thriving international marketplace.

Responsibilities
- Devise data-driven, end-to-end experience and aftersales strategies for TikTok Local Services to protect consumers and drive customer satisfaction and loyalty.
- Diagnose experience issues through data analysis and multi-stakeholder insights - VOC, VOB, and creator feedback - and translate them into targeted Experience and aftersales strategies; partner with cross-functional teams to implement measures that strengthen ecosystem health and resolve experience issues.
- Build strategies, policies, SOPs, processes and rules across the full aftersales lifecycle - including Experience, Cancellations, Refunds, Service Recovery, Arbitration and Aftersales Enquiry Handling.
- Develop mechanisms to respond to customer feedback and proactively detect and prevent inferior experiences upstream; collaborate with cross-functional teams to turn insights into product, policy, service and process improvements, and measure the resulting impact.
- Ensure fair treatment of cross-functional team while safeguarding the customer experience; engage stakeholders to understand their pain points, growth challenges and industry dynamics, balancing risk governance with growth enablement to deliver a strong business experience for legitimate partners.
- Analyse recurring cases and root causes to surface systemic experience issues, and independently lead cross-functional improvement initiatives as needed.

Qualifications

Qualifications

Minimum Qualifications
- Bachelor's degree or above, preferably in a quantitative discipline such as Mathematics, Statistics, Engineering or Data Analytics.
- Experience in customer experience, aftersales, policy or related programmes across O2O, Local Services or E-commerce;
- Strong data interpretation and analytical skills, with proficiency in querying and analytical tools.
- Excellent written and spoken English, including a demonstrated ability to develop and articulate complex strategies in writing.

Preferred Qualifications
- Strategic thinking with solid programme management and communication skills; able to drive complex projects and influence multiple cross-functional teams.
- Proactive, independent and self-driven, with the ability to thrive in ambiguity and manage multiple competing priorities in a fast-paced environment.
- Familiarity with strategy consulting or seller operations is a plus.