TikTok Shop - Customer Trust & Communication Strategy Program Manager

Responsibilities

E-commerce's Governance and Experience (GNE) organization is dedicated to building a safe, sustainable, and high-trust marketplace where every customer enjoys a seamless purchase experience. Within GNE, the Experience Team focuses on delivering reliable, intuitive, and outstanding end-to-end journeys for all TikTok Shop users.

We are looking for a highly strategic and execution-driven Program Manager to lead our Buyer Communications Transformation and Channel Expansion. In this role, you will own the end-to-end buyer transactional communication journey (Email, Push, SMS), drive the localization and decoupling of US messaging systems from global dependencies, and architect crisis-ready self-service tools. Additionally, you will partner closely with PR, Legal, and Customer Service to champion external trust initiatives, elevating our platform's reputation and compliance standing.

Responsibilities:
1.Communication Strategy & Transformation
- Own and revamp the end-to-end transactional communication journey (from Order Confirmation to Product Review, Logistics, and Returns).
- Optimize messaging clarity and policy visibility to drive engagement (e.g., MoM open rate lifts) while strategically reducing unnecessary click-throughs to lower avoidable customer service contacts.
- Lead the strategic decoupling of US buyer communications from Rest of World (ROW) architecture, enabling the US team to iterate independently, localize tone, and bypass engineering (R&D) dependencies for faster go-to-market execution.
2.Product Operations & Tooling Infrastructure
- Champion the vision and rollout of the self-service platform designed to eliminate fragmented tooling, enabling rapid, high-quality bulk buyer/seller outreach and compensation issuance during crisis moments.
- Modernize and govern internal content repositories (e.g., Starling). Establish structured governance, live-status indicators, and self-service preview functionalities to reduce tech debt, operational risk, and tooling clutter across 80K+ communication assets.
3.Performance Monitoring & Incident Remediation
- Centralize and own the Comms Performance Dashboard, providing unified cross-functional visibility into open rates, failure rates, CTRs, and delivery performance.
- Act as the primary escalation point for communication delivery issues. Proactively identify and resolve cross-functional conflicts (e.g., suppression caused by User Growth experiments) to ensure 100% delivery of critical aftersales and post-purchase notifications.
4.External Trust, Reputation & Compliance
- Partner extensively with CS, PR, Legal, and External Affairs to elevate platform credibility.
- Lead external "Best in Customer Service" award submissions, highlighting measurable improvements in rNPS, buyer protections, and seller safeguards.
- Support ongoing efforts to strengthen Better Business Bureau (BBB) standing and proactively engage with regulatory bodies (e.g., Attorney General) to reinforce compliance, transparency, and consumer protection standards.

Qualifications

Minimum Qualifications:
-Bachelor's degree in Business, Communications, Operations, or a related field.
-5+ years of experience in Customer Experience , Product Operations, CRM, or Program Management, ideally within a fast-paced e-commerce or global tech environment.
-Proven track record of owning and optimizing omni-channel customer communications (Email, Push, SMS) and measuring their impact on downstream experience metrics (e.g., contact rate reduction, CSAT, rNPS).