E-commerce Governance Strategist

1 month ago


Singapur, Singapore TikTok Full time
Job Title: Shop - Post-purchase Experience & Customer Compensation Strategy

At TikTok, we are committed to delivering a seamless and enjoyable commerce experience to our users. We are seeking a highly skilled and experienced professional to join our operations team as a Post-purchase Experience & Customer Compensation Strategy expert.

Responsibilities:
  • Develop and implement policies and strategies to enhance user experiences, particularly in resolving customer issues, while balancing compliance requirements, consumer satisfaction, and risk management.
  • Create clear return standards and collaborate with cross-functional teams to design and implement product solutions that align with those standards.
  • Design and implement data tracking systems to monitor user experience, analyze performance, and address issues, focusing on improving customer satisfaction and other key metrics.
  • Manage data reporting for this area and lead cross-functional collaboration with teams such as logistics, product, payments, and risk to ensure seamless execution of user experience strategies.
  • Undertake expatriate assignments or extensive travel globally to fulfill business-related commitments and objectives.
Requirements:
  • Bachelor's degree in a quantitative field such as Analytics, Statistics, Mathematics, Engineering, Economics, Data Science, or equivalent degree.
  • Proven experience in e-commerce governance strategies or policy-making.
  • 5 years of experience in related domains, including Strategy or Operations Management Consulting, Platform Governance, Trust and Safety Policymaking, and Operations Management.
  • Proficiency in English is required for this role.
  • Excellent stakeholder and program management skills, to influence cross-functional stakeholders and senior leaders to achieve results.
Preferred Qualifications:
  • Experience in explaining complex solutions in a simple way and influencing others without authority.
  • Highly data-driven, with experience analyzing and utilizing data-driven methodologies for business analysis, policy making, risk discovery, or program design.


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