TikTok Shop
1 month ago
About the team
E-commerce's Governance and Experience is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team is part of the Governance and Experience organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. Service and Moderation Team is looking for a Voice of Business Program Manager role to analyze customer feedback, drive improvements based on data and facts, thus to drive contacts (CPO%) down as well as improve the GMV. Responsibilities- Drive a comprehensive "Voice of the Business" strategy and define methods to align VOB insights with in-depth business partner (seller/creator) analyses in order to better understand and predict seller/creator behavior.- Develop effective intelligence and business insight strategy based on analysis and assessment of business and seller/creator satisfaction scores. Present feedback results to leadership teams to reinforce overall drivers of the business partner (seller/creator) experience and provide actionable recommendations for improvements based on the voice of the business.- Create communication and assist in defining the integration processes for VOB insights into cross-functional action plans; and establish on-going tracking and reporting. Represent the voice of the business throughout the project lifecycle.- Provides innovative and comprehensive solutions to improve seller/creator satisfaction and simplify seller/creator problems with carefully crafted solutions by country/region at global level.- Understand the key cost drivers and come up with innovative propositions to improve sustainability for our third party sellers while improving seller/creator experience.- Lead the development of strategy and vision for multiple areas and influence key stakeholders both internally and externally.- Manage prioritization and trade-offs among customer and seller experience.- Coach and provide guidance to regional teams to ensure seller/creator satisfaction related metrics are improving.- Present and report key business outcomes with measurable data and voices from business partner (seller/creator) to the senior management team to align on executive plans.- Work closely with finance, strategy BI, logistics, policy, risk management, category managers and product and tech teams to ensure project delivery and successful collaboration across geographies.- BA/BS degree or equivalent practical experience. - Minimum 5+ years business experience in service and experience field. - Passion for business partners and customers 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 engaging and influencing senior executives.- Strong ownership and a team player, always focused on delivering results with high standards.- Experience in eCommerce or marketplace platforms.
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