TikTok Shop - Customer Experience Operational Program Manager

Responsibilities

Our E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user experience and work on policies, rules, products, and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build an e-commerce ecosystem that is innovative, secure, and intuitive for our users.

Responsibilities:
- Collaborate with user experience specialists to design commerce platform user experience policies.
- Analyze customer feedback and data to identify opportunities and take action in solving them.
- Write clear external-facing policy articles.
- Develop detailed execution playbooks based on overarching strategies for specific experience domains, and take ownership of execution outcomes.
- Investigate, manage, and resolve platform policy violations or process-related incidents.
- Build and maintain SOPs to efficiently handle these issues.
- Assist in creating monitoring programs and feedback mechanisms for user experience related issues. Continuously optimize the user journey according to user feedbacks.
- Handle cross-functional communications and prepare case and data summaries related to this domain.

Qualifications

Minimum Qualifications:
- Bachelor degree.
- 5+ years of experience in related domains, including Customer Experience, Strategy or Operations Management Consulting, Platform Governance, Trust and Safety Policymaking and Operations Management, or E-commerce Strategy, Seller or Product Growth, Risk, or Compliance programs.
- Excellent stakeholder and program management skills, to influence cross-functional stakeholders to achieve results.

Preferred Qualifications:
- Demonstrated ability to navigate successfully in ambiguity, with multiple priorities in a fast-paced, changing environment.