TikTok Shop - Buyer Experience Program Manager
Responsibilities
About the team
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for a regional Buyer Experience Program Manager to work on consumer-facing programs that can help to strengthen consumer trust and loyalty with the platform.
Responsibilities
1. Be responsible for improving customer experience.
2. Define and execute a customer trust and loyalty strategy for Southeast Asia.
3. Aggregate market research, customer insights, and data analytics to identify opportunities across various customer touchpoints to drive customer engagement and retention.
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4. Directly manage, including designing, implementing new and optimizing existing, customer-facing programs, ensuring they deliver tangible value and resonate with the customers.
5. Collaborate with cross-functional and cross-regional teams to integrate loyalty initiatives across the customer journey and touchpoints.
6. Seek out cross-project synergies (across global initiatives, regional plans and inter-dependent projects) and ensure leveraged opportunities across all project initiatives.
Qualifications
Minimum Qualification(s)
1. BA/BS degree or equivalent practical experience.
2. Minimum 3+ years relevant experience in areas such as buyer membership/ loyalty programs, customer experience and insights.
3. Passion for improving customer experience.
4. Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations to drive actions.
5. Strong project management skills with strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
6. Expertise in communication skills, driving for results and managing changes with ability to influence positive outcomes.
7. Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
Preferred Qualification(s)
1. Experience from eCommerce or marketplace platforms is a plus.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.