TikTok Shop - Customer Experience Operational Program Manager
Responsibilities
About the team:
Our E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. 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 e-commerce ecosystem that is innovative, secure, and intuitive for our users.
Responsibilities:
- Collaborate with user experience specialists to design commerce platform user experience policies.
-Analyze customer feedback and data to identify opportunities and take action in solving them.
- Write clear external-facing policy articles.
- Develop detailed execution playbooks based on overarching strategies for specific experience domains, and take ownership of execution outcomes.
- Investigate, manage, and resolve platform policy violations or process-related incidents. Build and maintain SOPs to efficiently handle these issues.
- Assist in creating monitoring programs and feedback mechanisms for user experience related issues. Continuously optimize the user journey according to user feedbacks.
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- Handle cross-functional communications and prepare case and data summaries related to this domain.
Qualifications
Minimum Qualifications:
- Bachelor degree
- 5+ years of experience in related domains, including Customer Experience, Strategy or Operations Management Consulting, Platform Governance, Trust and Safety Policymaking and Operations Management, or Ecommerce Strategy, Seller or Product Growth, Risk, or Compliance programs.
- Proficiency in English and Portuguese required for the role.
- Excellent stakeholder and program management skills, to influence cross-functional stakeholders to achieve results
Preferred Qualifications:
- Demonstrated ability to navigate successfully in ambiguity, with multiple priorities in a fast-paced, changing environment.
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.