Global Customer Experience Strategy Lead

4 days ago


Singapore TikTok Full time
About Us
TikTok is a global social media platform that connects users through short-form mobile videos. We strive to create an inclusive space where employees can thrive and grow.

Our Mission
We aim to inspire creativity and bring joy to our users, while ensuring a safe and trustworthy marketplace for all parties involved.

The Role
We are seeking a highly skilled Customer Experience Recover Strategy Program Manager to join our team. As a key member of our Governance and Experience (GNE) organization, you will be responsible for managing the compensation strategy for each region, driving continuous improvement with cross-functional teams, and analyzing and researching the compensation strategies and capabilities of major global e-commerce platforms.

Your Responsibilities
  • Establish and optimize TikTok Shop's global compensation strategy, including expanding auto-compensation scenarios/strategies to proactively solve user pain points.
  • Manage and upgrade compensation strategies, taking into account localization requirements.
  • Analyze and research the compensation strategies and capabilities of major global e-commerce platforms, formulating the direction of compensation strategies and figuring out the execution plan.
  • Collaborate with relevant teams to improve the compensation system and product capability construction.
  • Ensure that the product capability can fully support the compensation requirements in various scenarios.

Qualifications
To be successful in this role, you will need:
  • A Bachelor's degree or above.
  • 4+ years of related working experience in leading and managing customer success or compensation experience design.
  • Strong communication skills and ability to drive results and manage changes.
  • Good ability in data analysis and using data to define direction.


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