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 trust-sensitive or 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:
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- 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).
- Experience leading complex, cross-functional technical initiatives (e.g., decoupling global systems, building internal SaaS tools) with minimal engineering oversight.
- Analytical skills, with the ability to build performance dashboards and use data to identify friction points in the buyer journey.
- Demonstrated success in managing external reputation initiatives, crisis communications, or compliance-related projects.
Preferred Qualifications:
- Familiarity with localization management platforms and structured content governance.
- Previous experience collaborating with PR, Legal, or Government Affairs on consumer protection and platform trust narratives.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $103360 - $209380 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:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.
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
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