Job Details
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
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
Description
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SMT is looking for a Voice of Customer Experience Program Manager role to analyze customer feedback, drive improvements based on data and facts, thus to drive contacts down as well as improve the re-purchase rate.
Roles & Responsibilities
* Drive a comprehensive "Voice of the Customer" strategy and define methods to align VOC insights with in-depth customer analyses in order to better understand and predict consumer behavior.
* 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.
* Create communication and assist in defining the integration processes for VOC insights into cross-functional action plans; and establish on-going tracking and reporting. Represent the voice of the customer throughout project lifecycle.
* Provides innovative and comprehensive solutions to improve customer satisfaction and simplify customer 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 customer experience.
* Lead the development of the 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 customer satisfaction related metrics are improving.
* Present and report key business outcomes with measurable data and voices from customers 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 team to ensure project delivery and successful collaboration cross geographies.
Qualifications
Qualifications
- BA/BS degree or equivalent practical experience.
- Minimum 5 years experience in Voice of Business or Voice of Customer field in the eCommerce industry.
- 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.
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.
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at