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Customer Experience Program Manager for E-commerce Governance
2 months ago
TikTok is seeking a highly skilled Customer Experience Program Manager to join our EMEA E-commerce Governance and Experience team. As a key member of our team, you will be responsible for ensuring our marketplace is engaging, safe, and trustworthy for users, sellers, and creators.
You will work closely with colleagues across TikTok Shop to identify problems and opportunities to improve the customer after-sales experience. This includes returns, refunds, and customer support. You will analyze data and build business cases to improve our product, process, and/or policy for after-sales.
To be successful in this role, you will need to have strong judgment, analytical problem-solving, and detailed planning skills. You will also need to have strong data and communication skills to align with a wide variety of stakeholders.
Key Responsibilities- Own end-to-end customer aftersales journeys, including returns, refunds, and customer support.
- Build the vision and plan to ensure customers can quickly and easily access returns, refunds, and support from the right channel.
- Own key aftersales metrics and analyze data to identify key areas for improvement.
- Triangulate findings and insights from across different sources to scope out key customer problems and collaborate with cross-functional teams and key stakeholders.
- Produce and own the project plan for implementation, ensuring all interdependencies are identified and tracked to schedule.
- Manage go-to-market (GTM) to successfully launch new products and policies and track post-launch impact.
- Advocate for the customer's best interest and align cross-functional stakeholders to deliver initiatives to improve customer satisfaction and retention.
- Significant experience in Insights, Analytics, Product, or Program Management for Customer Experience or E-commerce.
- Bachelor's degree or Master's degree (or equivalent practical experience).
- Strong analytical and quantitative skills, ability to use data and metrics to back up assumptions and drive action.
- Strong verbal and written communication skills to impact business decisions and influence technical and non-technical audiences.
- Strong interpersonal and relationship-building skills to interact at all levels within the organization.
- Cross-cultural communication and collaboration skills working cross-functionally in a global working environment.
