TikTok Shop - Arbitration Strategy Program Manager

Responsibilities

About the Team
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.
As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users.

Responsibilities
- Based on data, user and merchant feedback, identify the core pain points of platform disputes, generate high-quality insights and analysis, and based on this, identify opportunities.
- Able to formulate after-sales dispute rules and service strategies for different categories x scenarios based on insights into user and merchant issues and industry experience.
- Aiming to enhance platform value and ecosystem experience, improve the rationality and accuracy of platform rules, establish a reasonable evaluation system and evaluation capabilities, and collaborate with products, algorithms, etc. for coordinated implementation.
- Be responsible for business metrics, monitor and track metric anomalies, and establish a mechanism for early warning, feedback, analysis, and improvement follow-up.

Qualifications

Minimum Qualification(s)
- Capable to conduct experience analysis, data-driven analysis, and strategy iteration, master Data Analysis tools, and possess excellent business analysis skills and judgment.
- Strong logical thinking and problem-solving abilities, excellent communication and collaboration skills, proactive work attitude, high sense of responsibility and risk awareness.

Preferred Qualification(s)
- Experience in LLM application is preferred, with enthusiasm for the application of AI in e-commerce services and an innovative spirit.
- Understand e-commerce platform rules, with relevant experience in strategic operations and service experience operations of large e-commerce platforms preferred.