Customer Satisfaction

7 days ago

Singapore TIKTOK PTE. LTD. Full time
Roles & Responsibilities

TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok's sponsorship of a visa.

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 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. Join us.

About the Team

The SMB Quality team is dedicated to enabling our sales partners to deliver exceptional, customer-centric experiences. Together, we measure customer centricity through Customer Satisfaction (CSAT) scores and leverage these insights to inform decisions across all levels of the sales organization. Our team collaborates to identify and address sales blockers, improve sales performance, and provide actionable product feedback. By turning customer feedback into strategic actions, we ensure that the voice of the customer is at the heart of everything we do, driving meaningful outcomes for both our advertisers and our business.

About the Role

Please note, this role can be based in Austin, LA, or New York. We are seeking a strategic and data-driven CSAT Program Manager to lead and evolve our SMB Customer Satisfaction (CSAT) survey program. In this role, you will oversee the development, execution, and continuous improvement of our CSAT strategy, ensuring it aligns with our organizational objectives and delivers actionable insights to drive customer-centric decision-making. The ideal candidate will possess strong analytical skills, expertise in survey methodologies, and the ability to collaborate across functions to enhance the customer experience.

Responsibilities:

- Oversee the end-to-end management of the SMB CSAT survey program, including design, deployment, analysis, and reporting.

- Work with corporate legal teams to ensure the program is abiding by compliatory local regulations.

- Drive the strategic evolution of the survey program to ensure its relevance, accuracy, and effectiveness in capturing customer sentiment.

- Design and refine survey questions, sampling methodologies, and distribution processes to maximize response rates and data quality.

- Analyze CSAT survey data to identify trends, root-cause, insights, and opportunities for improving the SMB customer experience and correlate to business performance.

- Develop and present clear, actionable reports and dashboards for Sales, Quality, Product, Monetization Strategy Ops and other key stakeholders, highlighting performance, benchmarks, and recommendations.

- Partner with monetization strategy ops, sales, quality, training, and operations teams to ensure alignment on CSAT goals and initiatives.

- Monitor emerging trends and best practices in customer feedback and satisfaction measurement to keep the program innovative and effective.

- Act as the primary point of contact for SMB CSAT initiatives, ensuring stakeholders across all levels are aligned and maintain visibility of program impact.

Qualifications

Minimum Qualifications:

- Bachelor's degree in Business, Marketing, Data Analytics, or a related field; advanced degree preferred or equivalent practical experience.

- 5+ years of experience in customer satisfaction, customer insights, or program management roles, preferably in a B2B or sales environment.

- Strong understanding of survey design, customer feedback methodologies, and statistical analysis techniques.

- Proficiency in data visualization tools (e.g., Tableau, Power BI) and data analysis software (e.g., Excel, SQL, Looker BI) with aproven ability to translate data into actionable insights and recommendations.

- Excellent communication and presentation skills, with experience engaging senior leadership.

- Highly collaborative mindset with the ability to work effectively across diverse teams and stakeholders is a must.

- Passion for enhancing customer experience and a commitment to driving customer-centric innovation.

Preferred Qualifications:

- Experience working within digital ad sales or a technology-driven sales organization is a plus.

- Familiarity with CRM and customer feedback platforms such as Salesforce, Hubspot, Qualtrics, or Medallia.

- Track record of successfully implementing CSAT or similar programs at scale.

- CCXP Certification 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.

Tell employers what skills you have

CRM
Tableau
Sponsorship
Sampling
Data Analysis
Analytical Skills
Customer Experience
Data Quality
Program Management
B2B
Presentation Skills
Customer Satisfaction
Monetization
Data Analytics
Power BI
Data Visualization

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