Customer experience program manager, smb

6 days ago

Singapore TikTok Full time

Responsibilities
Tik Tok is the leading destination for short-form mobile video. At Tik Tok, our mission is to inspire creativity and bring joy. Tik Tok'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 Tik Tok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make Tik Tok 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 Tik Tok, 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 your role
We are seeking a Customer Experience Program Manager to join the SMB Customer Experience team, where you will be responsible for driving meaningful outcomes in customer satisfaction (CSAT) by working closely with stakeholders to identify and resolve operational blockers that impact the delivery of customer-centric experiences. This role involves managing a portfolio of projects that help shape the sales strategy, ensure customer feedback is acted upon, and contribute to overall business performance improvements. The ideal candidate thrives in a dynamic environment, is highly collaborative, and has a deep understanding of customer needs and operational excellence.
Responsibilities:
Lead cross-functional efforts to improve customer satisfaction by driving outcomes with assigned business units, focusing on actionable insights that move CSAT in the right direction.
Identify and address operational blockers that prevent sales teams from delivering exceptional customer experiences, collaborating with stakeholders to close the gaps.
Manage a portfolio of projects that contribute to improved customer experience and sales performance, ensuring alignment with business objectives and CSAT goals.
Work closely with Sales, Product, and MSO teams to understand business challenges and deliver solutions that enhance the customer journey.
Provide valuable insights and reporting on the pulse of the business, ensuring all stakeholders have a clear understanding of customer satisfaction drivers and pain points.
Analyze customer feedback data to identify trends, gaps, and areas for improvement, making recommendations that lead to actionable changes.
Build and maintain relationships with key business stakeholders, influencing and driving customer-centric initiatives across the organization.
Develop and implement scalable processes for feedback collection, data management, and sharing to ensure consistency and reliability of customer insights.
Proactively monitor program outcomes, adjusting strategies as necessary to ensure the continuous improvement of CSAT scores and customer experiences.
Qualifications
Minimum Qualifications:
Bachelor's degree in Business, Marketing, Operations, or a related field; advanced degree preferred OR equivalent experience.
3+ years of experience in customer experience, sales operations, quality assurance, or project management roles, ideally within a digital advertising or technology-driven organization.
Proven ability to lead and influence cross-functional teams to drive customer-centric initiatives and business outcomes.
Strong problem-solving skills, with the ability to identify operational blockers and develop actionable solutions.
Exceptional project management skills, with the ability to manage multiple projects simultaneously, from initiation through to execution.
Excellent communication skills, including the ability to present complex ideas to both technical and non-technical stakeholders.
Strong analytical abilities with experience using data to drive decision-making, and the ability to translate data into clear, actionable insights with experience in analyzing and leveraging customer feedback (e.g., CSAT, NPS) to inform business decisions and drive improvements.
Preferred Qualifications:
Experience in digital ad sales or a similar technology-driven sales environment.
Familiarity with customer experience tools, CRM systems, and data analysis platforms (e.g., Salesforce, Tableau, Power BI).
Ability to thrive in a fast-paced, constantly evolving environment, balancing short-term deliverables with long-term strategic goals.
Tik Tok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from
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