Programme Manager

4 weeks ago

London, Greater London, United Kingdom TikTok Full time
About TikTok

TikTok is a leading short-form mobile video platform with a global presence. Our headquarters are located in Los Angeles and Singapore, with offices in New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

About the Team

The Governance and Experience (GNE) team is a global organization responsible for maintaining a safe and trustworthy marketplace for users, sellers, and creators. Our goal is to ensure user satisfaction by implementing policies, rules, and systems that guarantee high-quality standards. The Service and Moderation Team (SMT) is dedicated to delivering world-class service and experiences to customers, sellers, and creators globally.

Job Description

We are seeking a Programme Manager to analyze seller behavior and design self-service and automation strategies tailored to unique challenges and opportunities. The ideal candidate will have experience in self-service or automation, project design, data analysis, communication, driving results, and managing change.

The Programme Manager will be responsible for:

  • Analyzing seller behavior and data performance to establish an automation strategy that aligns with region-specific market trends and challenges.
  • Conducting competitor analysis to identify capability gaps that need to be addressed across the full seller journey.
  • Collaborating with algorithm and product teams to enhance automation modeling and self-help feature capabilities, tailored to the diverse markets within the region.
  • Developing and maintaining self-help solutions, offering localized content that empowers sellers.
  • Directly managing chatbot operations and help center article creation, including copywriting and configuration to reflect regional nuances.
  • Overseeing 'End to End' automation and self-service performance, ensuring continuous improvement of the seller experience.
Requirements

To be successful in this role, you will need:

  • A Bachelor's degree or higher.
  • Experience in self-service or automation.
  • Experience in project design, data analysis, communication, driving results, and managing change.
  • Professional certificates in the program management field, such as PMP, and skills in quantitative and qualitative analysis of customer insights.

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