TikTok Shop - Global Compensation Solution Program Manager

Responsibilities

About the Team
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Support Centre (SSC) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for a Customer Experience Recover Strategy Program Manager who can focus on the analysis of customer's experience barriers and design the compensation strategy to fulfill business' needs.

Roles & Responsibilities
- Identify customer experience barriers, and establish compensation strategies with innovative thoughts by utilizing data analysis to boost customer experience.
- Regularly research key e-commerce platforms compensation strategy and improve Tiktok Shop's current ones to ensure we are always competitive in providing excellent user experience.
- Monitor existing compensation strategies' performance, and come up with plans to further improve compensation effectiveness.
- Collaborate with functional teams to strengthen compensation system capability.
- Enrich the notification channels to create awareness after compensation.
- Study the markets, users, scenarios and define the best cost and gain optimization strategy.

Qualifications

Minimum Qualifications
- Bachelor's degree or above degrees is needed.
- 1+ year of customer experience recovery and compensation related working experience.
- Expertise in project design, data analysis, communication skills, driving for results and managing changes.
- Strengths in problem shooting, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
- Strong data analysis skills, with the ability to leverage data to define the direction and priority.

Preferred Qualifications
- Strengths in problem shooting, issue-resolution, working in a deadline-driven environment, attention to detail, and multitasking.
- Flexibility in cross time zones and regions' cooperation.