Tiktok E-commerce Experience Program Manager

1 day ago

Singapore TikTok Full time

Responsibilities
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.

Description
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 Experience Team (SET) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators.

Roles & Responsibilities
- Data analysis to well understand customer experience barriers when seeking help from seller/logistics to define service strategy with innovative but practical plans;
- Competitor benchmarking and analysis to get insight into the opportunity, both from system capability and behavior of seller/logistics service staff to further define and develop service offerings and its standard;
- Work with corporate functional teams like Product, Data Analysis, etc, effectively to establish the tool's capability to help seller to serve customers in an efficient way;
- Define and establish the Shop Experience Score to manage seller's behavior and motivate them to provide better service to customers;
- Conception and deployment of Logistics Experience Score to manage logistics service providers' behavior and motivate them to provide better service to customers;
- Ensures the 'End to End' service performance is monitored and uses the data and customer insight to improve strategy.

**Qualifications**:

- BA/BS degree or equivalent practical experience;
- 5+ years' of related working experience in the E-commerce platform company, having a good understanding of the user's shopping experience and service journey;
- Experience with seller management-related projects and understanding of seller operations like shop management;
- Data-driven and in-depth data analytics skills;
- Strong ownership, and communication in handling the project;
- Self-motivation to continuously achieve significant results.

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.

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