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. E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop.

**Roles & Responsibilities**:
1. Develop a clear goal to create a competitive fulfillment experience in markets by stages;
2. Manage and develop order fulfillment experience and customer trust portfolios for TikTok Ecommerce's global markets;
3. Collaborate with cross-functional teams to design programs aimed at improving the buyer experience and producing business requirement documents;
4. Analyze and monitor key metrics, engage with relevant stakeholders, and introduce new initiatives to drive change; develop and implement best practices/SOPs across regions;
5. Work closely with customer service teams to investigate and summarize customer contacts and drive improvement in resolutions;
6. Investigate current business processes to determine the root cause of various business challenges, develop solutions and see through implementation;
7. Build dashboards for fulfillment abnormalities and logistics monitoring to provide all internal stakeholders with a holistic view to drive resonance across functional teams.

**Qualifications**:
1. BA/BS degree or an equivalent level of practical experience;
2. Minimum 5+ years business experience in service and experience field;
3. Demonstrated passion for customers and partners, along with proficiency in developing and implementing experience-related KPIs and other measures;
4. Expertise in project design, communication skills, delivering results, and managing changes;
5. Ability to balance experience and growth, drive planning and execution of initiatives across a global organization, and effectively work cross-group, cross-level, and with all management levels;
6. Capacity to advocate and influence without direct authority, navigate through ambiguity and fast-changing environments, and excel in a matrix environment;
7. Proven track record of managing complex data analytics and related business metrics;
8. Strong analytical and quantitative skills, with the ability to use hard data and metrics to support assumptions, recommendations, and driving actions;
9. Strengths in problem-solving, issue-resolution, working in a deadline-driven work environment, attention to detail, and multitasking;
10. Strong sense of ownership, team-player mentality, and focus on delivering results to high standards;
11.Good proficiency in English.

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.