TikTok Shop - Customer Experience Program Manager

To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

About
The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates.With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.

About the Team
This role sits within the E-Commerce Governance and Experience team. This team is 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.

Responsibilities
- Set up customer experience bars and keep raising the bar, in terms of customer buying journey, and define customer experience policies to support business growth worldwide.
- Ensure customer experience of payment, refund and seller settlement, by comprehensively considering the compliance requirements of destination countries; work with financial, tax and compliance teams to balance project benefits and costs, and to control risks.
- Understand the end to end fund flow and figure out the enhancement opportunities for seller and buyer sides; cooperate with regional experience teams around the world to ensure the consistency of policies from the perspective of customers.
- Improve product capability by working with product teams to cope with customer experience policies and commitments.
- Benchmark cross border e-commerce partners to ensure the leading position of TTS experiences.
- Lead the design of end to end customer experience data tracking systems for global selling. Be result-oriented by cooperating with logistics, customer service centers, business experience and other departments, drilling down data and solving problems.

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- 5 years business experience in the customer experience field.
- Passion for customers and partners and effective at designing and implementing experience KPI's and other measures.
- Expertise in goal setting, project design, communication skills, driving for results and managing risks.
- Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization.
- 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.
- Outstanding in problem-solving, issue-resolution, ability to work in a deadline-driven work environment, attention to details and good multi-task skills.

Preferred Qualifications
- Experience in eCommerce or marketplace platforms is a plus.
- Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.