Responsibilities
About Us
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.
Why Join Us
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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About the Team
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a Voice of Customer Experience Program Manager role to analyze customer feedback, and drive improvements based on data and facts, thus to drive contacts down as well as improve the re-purchase rate.
Responsibilities:
- Drive a comprehensive "Voice of the Customer" strategy and define methods to align VOC insights with in-depth customer analyses in order to better understand and predict consumer behaviour.
- Develop effective intelligence and customer insight strategy based on analysis and assessment of customers and customer satisfaction scores. Present feedback results to the leadership team to reinforce overall drivers of the customer experience and provide actionable recommendations for improvements based on the voice of the customer.
- Create communication and assist in defining the integration processes for VOC insights into cross-functional action plans; and establish ongoing tracking and reporting. Represent the voice of the customer throughout project lifecycle.
- Provides innovative and comprehensive solutions to improve customer satisfaction and simplify customer problems with carefully crafted solutions by country/region at global level.
- Understand the key cost drivers and come up with innovative propositions to improve sustainability for our third-party sellers while improving customer experience.
- Lead the development of the strategy and vision for multiple areas and influence key stakeholders both internally and externally.
- Manage prioritization and trade-offs among customer and seller experience.
- Coach and provide guidance to regional teams to ensure customer satisfaction-related metrics are improving.
- Present and report key business outcomes with measurable data and voices from customers to the senior management team to align on executive plans.
- Work closely with finance, strategy BI, logistics, policy, risk management, category managers, and product and tech team to ensure project delivery and successful collaboration cross geographies.
Qualifications
- BA/BS degree or equivalent practical experience.
- Minimum 5+ years business experience in service and experience field.
- Experience in global service launch especially in new market kickoff.
- 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. Ability to work cross-group and cross-level, and with all levels of management.
- Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
- Experience managing complex data analytics and related business metrics.
- Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions.
- Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
- Strong verbal and written communication skills with a demonstrated experience engaging and influencing senior executives.
- Strong ownership and a team player, always focused on delivering results with high standards.
- Experience in eCommerce or marketplace platforms.
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.