Shop - Post-purchase Experience & Customer Compensation Strategy

7 days ago


Singapore TikTok Full time

At TikTok, we're passionate about delivering a seamless and intuitive commerce experience to our users. We're seeking a dedicated Post-purchase Experience & Customer Compensation Strategist to join our operations team.

Key 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 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.

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, with a minimum of 5 years of experience in related domains.
  • Excellent stakeholder and program management skills, with the ability to influence cross-functional stakeholders and senior leaders.
  • Proficiency in English is required for this role.

About TikTok

As a pioneering platform in the e-commerce industry, TikTok offers a unique opportunity to shape the future of commerce. We're committed to delivering innovative, secure, and intuitive experiences for our users. Join us in creating a better commerce ecosystem and driving growth in the e-commerce space.

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