Customer Experience Program Manager, Cross-border

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.

Cross-border consumer experience operation under e-commerce governance and experience (GNE) is mainly responsible for ensuring that cross-border goods exported are safe and trustworthy to consumers all over the world. We attach importance to customer satisfaction and are committed to 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 the role of cross-border consumer experience project manager to manage and enhance the buyer experience.

Roles & Responsibilities
- As a cross-border after-sales experience operation, from the perspective of project management, cooperate with stakeholders, project teams and global stakeholders to formulate project plans and push the project to launch as scheduled.
- Leading the planning of after-sales experience schemes for cross-border goods, fully considering the compliance requirements of destination countries, balancing project benefits and costs in cooperation with financial, tax and compliance teams, and controlling risks.
- Leading after-sales return policies for cross-border goods in various countries, formulating specific return standards and corresponding product design schemes, cooperating with regional experience teams around the world to ensure the consistency of policies from the perspective of consumers.
- Leading the design of after-sales customer service capability of cross-border goods, and cooperating with the commercial customer service center to determine customer service capability model, training course framework and specific service execution manual, so as to continuously improve customer service after-sales solution capability and solution efficiency.
- Leading the design of after-sales experience data tracking systems for cross-border goods, result-oriented, cooperating with logistics, customer service centers, business experience and other departments, drilling down data and solving problems, improving after-sales satisfaction and other core indicators.

**Qualifications**:

- BA/BS degree or equivalent practical experience.
- Minimum 7+ years business experience in the customer experience field.
- 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.
- Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
- 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.
- Experience in eCommerce or marketplace platforms is a plus.
- Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives.

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.