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TikTok Shop

1 week ago

Singapore TikTok Full time

TikTok Shop - Global Customer Experience Recover Strategy Program Manager
1 week ago Be among the first 25 applicants
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.
About the Team
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to provide world-class service and experience for customers and sellers. We are looking for a Customer Experience Recover Strategy Program Manager to manage the Compensation strategy for each region to fulfill the business' needs, and drive continuous improvement together with cross-functional teams.
Roles & Responsibilities
Responsible for the establishment and optimization of TikTok Shop's global compensation strategy, including expanding auto-compensation scenarios/strategies to proactively solve user pain points, and recovering User Experience by optimizing manual compensation strategies and processes. At the same time, responsible for the management and upgrade of compensation strategies, and taking into any localization requirements.
Responsible for regularly analyzing and researching the compensation strategies and capabilities of major global e-commerce platforms, and based on this, formulating the direction of compensation strategies and figuring out the execution plan, making TikTok Shop's compensation strategies always competitive.
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, including automatic or manual compensation requirements.
Responsible for the construction of the compensation data monitoring mechanism, including budget formulation and usage monitoring, defining key metrics which are able to evaluate whether the compensation strategy is successful or not.
Participate in managing the compensation auditing team, responsible for building and optimizing the quality auditing strategy, process, and product capabilities.
Qualifications
Minimum Qualifications
Bachelor's degree or above degrees is needed.
4+ years of related working experience in leading and managing customer success or compensation experience design.
Strong communication skills and ability to drive for results and manage changes.
Good ability in data analysis and using data to define direction.
Preferred Qualifications
Strengths in problem-solving, issue-resolution, and working in a deadline-driven environment.
Attention to detail and ability to multitask.
Flexibility in cross time zones and regional cooperation.
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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Technology, Information and Internet
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