TikTok Shop - Customer Experience Program Manager

Responsibilities

E-commerce's Governance and Experience (GNE) is a global team striving to achieve high customer satisfaction, promote a sustainable sales environment, and provide the perfect purchase experience. The Experience Team within the GNE organization has a mission to deliver trustworthy and excellent experiences for every user of TikTok Shop. Our team is looking for a Customer Experience Program Manager who can lead initiatives that enhance and recover customer trust.

In this role, you will develop and implement effective user experience strategies that support trust-building and trust recovery initiatives. Collaborating closely with cross-functional teams, including Product and Data Analytics teams, you will drive the success of our customer experience programs and significantly contribute to the long-term perception and success of our platform.

Roles & Responsibilities
- Optimize compensation strategies provided to buyers following poor experiences to make it less effort and further reduce unnecessary contacts, considering targeted user segments, ROI and other factors. Drive new strategies that rebuild trust in a thoughtful and resource-efficient way. Work with corporate functional teams effectively to get the defined compensation ability ready in the system.
- Lead initiatives to foster customer trust by implementing effective strategies that support user reviews. Shape the reviews ecosystem to ensure high trust-building. Ensure effective oversight of user reviews governance.
- Identify situations within the platform where trust-recovery opportunities exist and develop tailored strategies to capitalize on these opportunities effectively.
- Own quarterly budget planning and spend monitoring. Partner with Finance, Data Science and other partners on resource allocation and strategic decision making.
- Data analysis to well understand customer experience barriers to define compensation strategy with innovative but practical plans.

Qualifications

Minimum Qualification(s):
- BA/BS degree or equivalent practical experience;
- 3+years' of related working experience in an E-commerce company, having a good understanding of the users' shopping experience;
- Experience in compensation SOP creation and Compensation or customer reviews related projects;

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $83600 - $143556 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: