Customer Experience Program Manager, Loyalty & Support, TikTok Shop

Responsibilities

About the team: This role sits in our Governance & Experience team. In this role, you’ll use data and customer feedback to scope opportunities to improve the buyer's end-to-end experience, particularly in buyer support and trust recovery. You will build data driven business cases and work closely with cross-functional stakeholders to implement customer centric solutions to our user benefits related product features, customer service, and communications.

About the Role: To be successful in this role, you will need to have strong analytical and problem solving skills.

• Analyse data, identify key areas for improvement and translate into clear, concise, and impactful insights that inform the business strategy and project prioritization in the Business Requirements Document.
• Triangulate findings and insights from across different sources to scope out key customer problems.
• Collaborate with cross functional teams and key stakeholders to gather requirements, design best fit solutions, and inform project timelines and resources needed.
• Act as an SME for buyer support and trust recovery programs, providing feedback to internal stakeholders (in Buyer Support and Trust Recovery).
• Support the development of the CX team's internal knowledge management tools to build organizational capacity.

Qualifications

Minimum Qualifications

• 5+ years of experience in Analysis, Strategy, Product or Program Management in Customer experience.
• Solid work experience in an ecommerce marketplace business.
• Bachelor's degree or Mastere's degree (or equivalent practical experience)
• Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action
• Good verbal and written communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insight is required

Preferred Qualifications

• Experience in data analytics, SQL
• Experience in and understanding of customer fulfillment and delivery experience in e-Commerce.
• Strong interpersonal and relationship-building skills. Ability to interact with cross cultural stakeholders.
• Experience working in a fast paced, ambiguous and high growth environment.
• Collaboration skills working cross functionally in a global working environment.

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day. We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

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.

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