Tiktok E-commerce

Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

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. Global eXperience Center (GXC) is part of the GNE organization and aligned with GNE organization direction, which is to build a customer-centric organization. As a global experience center, we will strengthen our global capabilities to enable business success and empower our regional teams with global expertise, policies, tools, and frameworks.
We are looking for the Seller Creator Experience Lead role to manage Seller Creator Experience Center and own the Seller Creator Experience in all eCommerce activities.

Roles & Responsibilities
1. Lead a Seller Creator Experience Program Manager team to achieve platform goals in Seller and Creator strategy design;
2. Define all seller and creator experience related portfolios by benchmarking the industry seller and creator initiatives and tools to facilitate the selling process on the platform;
3. Develop and communicate seller and creator related key initiatives to all stakeholders across global sites and increase synergy;
4. Manage and prioritize seller and creator experience portfolios, including but not limited to service entrance, return and refund policies across different markets;
5. Produce and own the master schedule of initiative and regional project plans, ensuring that all interdependencies are identified and factored into the master schedule;
6. Directly manage high-impact projects/programs wherever needed;
7. Seek out cross-project synergies (across global initiatives, regional plans and inter-dependent projects) and ensure leveraged opportunities across all project initiatives;
8. Sort out the opportunities in seller and creator communications and interactions to reduce their efforts in daily business operations;
9. Collaborate with key business group contacts, project teams and global service contacts to design, develop and implement product training programs that support business objectives;
10. Proactively engage Governance and Experience regional functions, to drive improvement efforts and business results such as Seller Contact Per Order/Active Sellers, Partner Satisfaction, etc.

**Qualifications**:
1. BA/BS degree or equivalent practical experience;
2. Minimum 5+ years business experience in the service and experience field with around 5 years in people and team management;
3. Passion for customers and partners and effective at designing and implementing experience KPI's and other measures;
4. Expertise in project design, communication skills, driving for results and managing changes;
5. Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization;
6. Ability to advocate and influence while not owning directly, ability to work cross-group and cross-level, and with all levels of management;
7. Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment;
8. Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and driving actions;
9. Strong verbal and written communication skills with a demonstrated experience engaging and influencing senior executives;
10. Experience in eCommerce or marketplace platforms.

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. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.