Responsibilities
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full customer satisfaction, promote a sustainable sales environment, and provide the perfect purchase experience. The Experience Team is part of the GNE organization with a mission to deliver trustworthy and excellent experiences for every user of TikTok Shop. Our team is looking for a Senior Strategic Programs Manager who owns the end-to-end strategy for creating solutions that helps drive their success, and grow their trust in the platform
Responsibilities
- Assume complete ownership of the comprehensive roadmap aimed at enhancing the seller's understanding of platform operations and providing them with tools and support throughout the journey through collaboration with product teams
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- Act as an advisor to the leadership team and exert influence on cross-functional teams to bring seller experience perspective to business imperatives, and new program launches
- Proactively engage with internal functions such as Governance and Experience, including Service Delivery, Operations, Process, Quality, Training, and SOP, to drive improvement initiatives.
Qualifications
Minimum Qualifications:
- BA/BS/MBA degree or equivalent practical experience.
- 5+ years of fulfillment experience operating, managing, and delivering results in a services/product organization role with end-to-end business ownership.
- Passion for customers and partners and effective at designing and implementing experience KPIs and other measures.
- Ability to advocate and influence while not owning directly. Ability to work cross-group and cross-level, and with all levels of management.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $125400 - $235980 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.