Tiktok E-commerce Experience Program Manager

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. 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 Customer Experience Program Manager role to focus on NPS improvement and drive benchmark study. Roles & Responsibilities - Make deepdive analysis of NPS data and customer feedback to expose business operation issues and identify owners of solution. - Work with User Research department to drive analysis of NPS key drivers, identify root cause of experience issues and initiate projects to make improvements. - Proactively connect with regional experience metric owners from category, operation and product teams to track and push to drive the progress of improvement actions. - Organise and lead routine NPS reviews with stakeholders from different relevant domains. - Push spot survey or scenario-based survey to understand customer needs/pain points on each point of eCommerce business, such as PDP introductions, and service entrance so as to classify the questions and push changes. - Manage prioritization and trade-offs among customer and seller experience. - Coach and provide guidance to regional teams to ensure NPS related metrics are improving. - Develop effective intelligence and customer insight strategy based on analysis and assessment of customers and customer satisfaction scores. Present feedback results to leadership team to reinforce overall drivers of the customer experience and provide actionable recommendations for improvements based on the voice of the customer. - Present and report key business outcomes with measurable data and voices from customers to the senior management team to align on executiuo plans. - Work closely with cross-functional teams to ensure project delivery and successful collaboration across geographies.

**Qualifications**:

- BA/BS degree or equivalent practical experience. - Minimum 5+ years business experience in service and experience field. - Expertise in daily NPS operation and continuous improvement initiatives. - Expertise in project design, communication skills, driving for results and managing changes. - Proven capability in leading a crossfunctional/multi-geographical virtual team to achieve project goals. - 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. - Passion for customers and partners and effective at designing and implementing experience KPI's and other measures. - 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. - Experience in eCommerce or marketplace platforms. 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.