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 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 is part of the Governance and Experience organization and aligned with Governance and Experience 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.

Roles & Responsibilities
1. Carry out all seller service governance and improvement related projects by benchmarking industry seller service standards to promote customers' shopping experience;
2. Be responsible for elevating the experience of consumers contacting sellers, focusing on Instant Messaging consulting scenarios, discovering gaps and designing strategies through user and seller research;
3. Design programs aiming to improve buyer experience of Instant Messaging consultation and building seller service governance by working closely with cross-functional teams and produce business requirement documents;
5. Analyze and track key metrics, engage with relevant stakeholders, and introduce new initiatives to drive change;
6. Understand current business processes and investigate deep dive and root cause analysis into various business challenges, develop solutions and see through implementation;
7. Establish a seller service performance monitoring dashboard to provide all internal stakeholders with a holistic view of service activities to drive cross-functional team resonance;
8. Proactively engage Governance and Experience internal functions, such as Service Delivery, Operations, Process, Quality, Training, and SOP to drive improvement efforts.

**Qualifications**:
1. BA/BS degree or equivalent practical experience;
2. Minimum 5+ years business experience in service, experience and seller governance field;
3. Experience in global service launches, especially in new country/markets kickoff;
4. Expertise in experience project design, communication skills, collaboration with cross-functional and cross-cultural groups, driving for results and managing changes, balancing experience and growth;
5. Ability to advocate and influence while not owning directly, ability to work cross-group and cross-level, and with all levels of management;
6. Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment;
7. Experience managing complex data analytics and related business metrics;
8. Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask;
9. Strong ownership and a team player, always focused on delivering results with high standards;
10. Strong stress tolerance and self-regulation, positive and optimistic.

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.