Regional After Sales Experience Program Manager

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.

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. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for a Buyer Experience Program Manager role to manage and own the Buyer Experience in all eCommerce activities.

Roles & Responsibilities
1. Manage and develop Return & Refund and Customer Trust portfolios for TikTok Ecommerce business for Southeast Asia region.
2. Be responsible for elevating customers' post-purchase experience including product review, cancellations, return, refund and exchange processes, find gaps and design strategies.
3. Design programs aiming to improve buyer experience of refund and return process by working closely with cross-functional teams and produce business requirement documents.
4. Analyze and track key metrics, engage with relevant stakeholders, and introduce new initiatives to drive change; develop and implement best practices/SOPs across the region.
5. Work closely with customer service teams to summarize and investigate customer dispute issues and drive dispute resolution improvement.
6. Understand current business processes and investigate deep dive and root cause analysis into various business challenges, develop solutions and see through the implementation.
7. Build post-sales and reverse logistics monitoring dashboard to provide all internal stakeholders a holistic view of post-sales activities so that to drive resonance across functional teams.
8. Classify the post-sales activities by scenario and push for improvements based on scenario-based operation findings.
9. Proactively engage Governance and Experience internal functions, such as Service Delivery, Operations, and Product to drive improvement efforts.

**Qualifications**:
1. BA/BS degree or equivalent practical experience.
2. Minimum 5+ years business experience in the customer experience field.
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.
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. Bilingualism is highly preferred with fluency in English as a must.
10. Experience in eCommerce or marketplace platforms is a plus.

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