TikTok Shop by Tokopedia - Seller Service Excellence and Business Process Strategist- ID

Responsibilities

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.

Responsibilities:
- Define all seller experience related projects by benchmarking the industry seller initiatives and tools to facilitate the selling process on the platform.
- Monitor, analyze, and conduct root-cause analysis (RCA) specifically for seller service performance metrics to identify and prioritize systemic issues.
- Develop and communicate seller-related key initiatives to all stakeholders across global sites and increase synergy.
- Manage and prioritize a seller experience portfolio for Indonesia market.
- Directly manage high-impact projects/programs wherever needed.
- Seek out cross-project synergies (across global initiatives, regional plans and inter-dependent projects) and ensure leveraged opportunities across all project initiatives.
- Sort out the opportunities in seller communication entrance and interactions to reduce the sellers' efforts in daily business operations.
- Collaborate with key business group contacts, project teams and global service contacts to design, develop and implement product training programs that support business objectives.
- Proactively engage Governance and Experience internal functions, such as Service Delivery, Operations, and Product to drive improvement efforts.

Qualifications

Minimum Qualification(s)
- BA/BS degree or equivalent practical experience.
- Business experience in customer experience field.
- Passion for customers and partners and effective at designing and implementing experience KPI's and other measures.
- Expertise in project design, communication skills, driving for results and managing changes.
- Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization.

Preferred Qualifications(s)
- Experience in eCommerce or marketplace platforms is a plus.
- Ability to advocate and influence while not owning directly.
- Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
- Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and driving actions.
- Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.