Tiktok E-commerce Partner Enablement

4 days ago

Kuala Lumpur, Malaysia TikTok Full time

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 (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. Service and Experience Team (SET) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators. SET is looking for a Marketplace Operations Program Manager role to enable seller business operations on TikTok E-commerce platform.

Roles & Responsibilities
- Define the marketplace operation strategies for global e-commerce platform to facilitate sales and order success.
- Proactively drive the promotions and adoptions of platform services among all targeted sellers.
- Be responsible for the P&L of the service agent operations through accurate cost calculation.
- Actively engage with cross-border business teams and provide support per business design and feedback.
- Collaborate with key business group contacts, project teams and global service contacts to design, develop and implement service delivery programs that support business objectives.
- Define all service delivery KPIs and manage all contracts and incentive&penalty schemes per negotiation with external clients.
- Contribute to service revenue with clear goal setting.
- Work together with Service Delivery Teams to drive the retention of sellers and avoid attrition in next contract period.
- Proactively engage Governance and Experience internal functions, such as Service Delivery, Operations, Process, Quality, Training, and SOP to drive improvement efforts.
- BA/BS degree or equivalent practical experience.
- Minimum 5+ years business experience in service and experience field.
- Experience in e-commerce marketplace operations, especially in cross-border business.
- Passion for seller communication and success.
- 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.

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.

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