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TikTok

TikTok Shop - Regional Buyer Experience Program Manager

Singapore

Responsibilities

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
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.

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Description:
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. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for a Buyer Experience Program Manager role to manage and own the Buyer Experience in all eCommerce activities.

- Be responsible for elevating customers' shopping experience including cancellations, order fulfilment, aftersales processes, to identify gaps and design strategies.
- Define buyer experience related projects by benchmarking with industry standards to facilitate the buyer process on the platform across different markets in SEA.
- Understand current business processes and investigate deep dive and root cause analysis into various business challenges, develop solutions and see through the implementation.
- Develop and communicate buyer-related key initiatives to all stakeholders across global sites and increase synergy.
- Produce and own the master schedule of initiative and regional project plans, ensuring that all interdependencies are identified and factored into the master schedule.
- Directly manage high-impact projects/programs wherever needed.
- Seek out cross-project synergies (across global initiatives, regional plans and inter-dependent projects) and ensure leveraged opportunities across all project initiatives.
- Collaborate with key business group contacts, project teams and global service contacts to design, develop and implement product training programs that support business objectives.
- Proactively engage internal functions, such as Service Delivery, Operations, Logistics and Product, to drive improvement efforts.

Qualifications

- BA/BS degree or equivalent practical experience.
- Minimum 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 project design, communication skills, driving for results and managing changes.
- 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.
- Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
- Experience in eCommerce or marketplace platforms is a plus.

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

Client-provided location(s): Singapore
Job ID: TikTok-7325801980856224037
Employment Type: Other

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

Hear directly from employees about what it is like to work at TikTok.