Tiktok E-commerce Regional Partner Experience

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. The service and experience Team is part of the Governance and Experience organization. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for a Regional Partner Experience Management Lead to drive the regional Seller and Creator Experience to the next level.

Roles & Responsibilities
- Lead a regional partner experience team to design the regional experience strategy. Manage and prioritize a seller experience portfolio across different markets. The full experience will include both partners and creators who run their business on the platform.
- Produce and own the master schedule of initiative and regional project plans, ensuring that all interdependencies are identified and factored into the master schedule.
- Connect with corporate functional teams and collaborate with regional leadership teams as well as key market service delivery leaders to provide counsel and guidance on designing the partner experience strategies, which align with global strategies and the latest e-Commerce experience trend. Act as an advisor to the leadership team providing them a holistic view of their business imperatives, both experience product and partner feedback trends to formulate a healthy partner operations environment.
- Drive improvements based on the findings from the regional seller satisfaction survey. Develop spot survey and scenario-based light survey to get understand of parnters' pain points, identify critical gaps and list improvement plans.
- Be responsible for the regional new initiative design and launch experience. Work with the launch readiness program team to develop and execute an integrated partner experience strategy in the country we enter in to improve satisfaction across all seller segments and partner with business teams to drive accountability.
- Lead the Voice of Partner programs for the region. Collaborate with global VOC program teams to drive synergy among buyers, sellers and creators. Be accountable for the regional key partner issue analysis and work with cross-functional teams to push the resolution to happen within a defined timeframe, thus pushing Contacts per Active Seller/Creator to a lower level. Drive necessary changes to demonstrate commitment and passion for our partners.
- Design a set of service products and streamline the tools to facilitate the partner's business success. Make sure top partners' retention on the platform and empower them to run business in more countries/regions per their business development needs.
- Work on the Seller self-help strategy and deploy the service entrances properly to address sellers' pain points.

**Qualifications**:

- BA/BS/MBA degree or equivalent practical experience.
- 5+ years of leadership experience operating, managing, and delivering results in a services/product organization role with end-to-end business ownership.
- Passion for customers and partners and effective at designing and implementing experience KPI's and other measures.
- Expertise in project design, communication skills, driving for results and managing changes.
- Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization.
- Ability to advocate and influence while not owning directly. Ability to work cross-group and cross-level, and with all levels of management.
- Able to navigate through ambiguity and a fast-changing environment, proven track record to thrive in a matrix environment.
- Experience managing complex data analytics and related business metrics.
- Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and driving actions.
- Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
- Strong verbal and written communication skills with demonstrated experience eng