Responsibilities
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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us Creation is the core of TikTok's purpose. Our platform is built to help imagination thrive. 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.
About the Team: The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. This role sits within the EMEA E-Commerce Governance and Experience team, responsible for ensuring our marketplace is engaging, safe, and trustworthy for users, sellers, and creators.
About the Role: We're looking for a data-driven customer experience program manager to join our growing EMEA team. In this role, you'll work with colleagues across TikTok Shop to help identify problems and opportunities to improve the customer aftersales experience, including returns, refunds, and cancellations. You'll analyze data and build business cases to improve our product, process, and/or policy for aftersales.
We operate in a multi-sided marketplace and balance the needs of our customers (buyers), sellers, and creators. Therefore, to be successful in this role, you'll need strong judgment, analytical problem-solving, and detailed planning skills. You'll also need strong data and communication skills as you'll use data-driven business cases to align with a wide variety of stakeholders.
Key Responsibilities Include: Own the buyer support experience for when they receive support from marketplace sellers. Build the vision and plan to ensure customers can quickly and easily get support from sellers. Own key buyer-seller support metrics including response rate, resolution rate, and satisfaction; analyze data, identify key areas for improvement, and translate into clear, concise, and impactful insights that inform business strategies, project prioritization, and decision-making. Triangulate findings and insights from different sources to scope out key customer problems and collaborate with cross-functional teams and key stakeholders to gather requirements, design best-fit solutions, and negotiate project timelines and resources. Produce and own Business Requirements Documents (BRD) detailing key product and operational requirements to deliver the overall strategy, ensuring that all interdependencies are identified and tracked to schedule. Be the single point of contact for changes in seller governance policies and enforcement for buyer support, ensuring they are fair and competitive with industry standards, compliance requirements, and business needs. Manage go-to-market (GTM) to successfully launch new products and policies and track post-launch impact. Advocate for the customer's best interest and align cross-functional stakeholders, including marketing, product, logistics, sales, and senior management to deliver initiatives to improve customer satisfaction and retention.
Qualifications
Minimum Qualifications: Bachelor's degree or Master's degree (or equivalent practical experience). Significant experience in Insights, Analytics, Product, or Program Management for Customer Experience or E-Commerce. Demonstrable analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action. Proven experience using strong interpersonal and relationship-building skills to interact at all levels within the organization and earn respect universally. Excellent verbal and written communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insight.
Preferred Qualifications Comfort working in a fast-paced, ambiguous, and high-growth environment. Cross-cultural communication and collaboration skills working cross-functionally in a global working environment. German, Spanish, French, Italian, or Arabic language skills preferred due to collaboration with teams across EMEA. Experience in data analytics, SQL, or Python preferred.
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people #J-18808-Ljbffr
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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us Creation is the core of TikTok's purpose. Our platform is built to help imagination thrive. 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.
About the Team: The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. This role sits within the EMEA E-Commerce Governance and Experience team, responsible for ensuring our marketplace is engaging, safe, and trustworthy for users, sellers, and creators.
About the Role: We're looking for a data-driven customer experience program manager to join our growing EMEA team. In this role, you'll work with colleagues across TikTok Shop to help identify problems and opportunities to improve the customer aftersales experience, including returns, refunds, and cancellations. You'll analyze data and build business cases to improve our product, process, and/or policy for aftersales.
We operate in a multi-sided marketplace and balance the needs of our customers (buyers), sellers, and creators. Therefore, to be successful in this role, you'll need strong judgment, analytical problem-solving, and detailed planning skills. You'll also need strong data and communication skills as you'll use data-driven business cases to align with a wide variety of stakeholders.
Key Responsibilities Include: Own the buyer support experience for when they receive support from marketplace sellers. Build the vision and plan to ensure customers can quickly and easily get support from sellers. Own key buyer-seller support metrics including response rate, resolution rate, and satisfaction; analyze data, identify key areas for improvement, and translate into clear, concise, and impactful insights that inform business strategies, project prioritization, and decision-making. Triangulate findings and insights from different sources to scope out key customer problems and collaborate with cross-functional teams and key stakeholders to gather requirements, design best-fit solutions, and negotiate project timelines and resources. Produce and own Business Requirements Documents (BRD) detailing key product and operational requirements to deliver the overall strategy, ensuring that all interdependencies are identified and tracked to schedule. Be the single point of contact for changes in seller governance policies and enforcement for buyer support, ensuring they are fair and competitive with industry standards, compliance requirements, and business needs. Manage go-to-market (GTM) to successfully launch new products and policies and track post-launch impact. Advocate for the customer's best interest and align cross-functional stakeholders, including marketing, product, logistics, sales, and senior management to deliver initiatives to improve customer satisfaction and retention.
Qualifications
Minimum Qualifications: Bachelor's degree or Master's degree (or equivalent practical experience). Significant experience in Insights, Analytics, Product, or Program Management for Customer Experience or E-Commerce. Demonstrable analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action. Proven experience using strong interpersonal and relationship-building skills to interact at all levels within the organization and earn respect universally. Excellent verbal and written communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insight.
Preferred Qualifications Comfort working in a fast-paced, ambiguous, and high-growth environment. Cross-cultural communication and collaboration skills working cross-functionally in a global working environment. German, Spanish, French, Italian, or Arabic language skills preferred due to collaboration with teams across EMEA. Experience in data analytics, SQL, or Python preferred.
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people #J-18808-Ljbffr
