Head of Partner Enablement

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.

Description
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. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for a Partner Enablement Head role to lead the global partner satisfaction related initiatives through proactive design and execution. The role will make sure we look after and prioritize all partners' requests and help with their success on the platform.

Roles & Responsibilities
- Design the support strategy and framework for key accounts, non-managed accounts, creators and affiliates.
- 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 aligns with global strategies and the latest eCommerce 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 correct business decisions.
- Build a marketplace operations team to help with sellers' success in different markets, including but not limited to local language support and outbound telemarketing related initiatives.
- Be responsible for seller engagement and improvement based on their engagement scores on the platform. Design the strategy and KPI measurements to ensure operation excellence.
- Voice of Sellers - Be accountable for the global seller experience improvement through top issue analysis and executive hot feedback, thus pushing call center contacts to a lower level. Drive necessary changes to demonstrate commitment and passion for all partners.
- Lead the data analysis of all partner and creator experience related scores, dive deep into the data, drive batch issues and provide business insights.
- Collaborate with regional and country Account Sales Team to provide seller communications and support the success of promotions and campaigns.
- Design service marketplace to facilitate the sales for cross-border sellers.

**Qualifications**:

- BA/BS/MBA degree or equivalent practical experience.
- BA/BS/MBA degree or equivalent practical experience.
- 5+ years of leadership experience operating, managing, and delivering results in a strategy/services/product role with end-to-end business ownership.
- Experience in eCommerce or marketplace platforms.
- Passion for 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 drive 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 a demonstrated experience engaging and influencing senior executives.
- Strong ownership and a team player, always focused on delivering results with high standards.
- Fluent 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 communit