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Shop Customer Experience Program Manager
2 months ago
TikTok is the leading short-form mobile video platform, with a global presence and offices in key locations worldwide.
The E-Commerce TeamThe e-commerce industry has experienced significant growth, and TikTok is well-positioned to deliver a best-in-class customer experience.
Job SummaryWe're seeking a data-driven customer experience program manager to join our EMEA team. In this role, you'll work with colleagues to identify problems and opportunities to improve the customer after-sales experience, including returns, refunds, and customer support.
Key Responsibilities- Analyze data and build business cases to improve our product, process, and/or policy for after-sales.
- 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 to gather requirements and design best-fit solutions.
- 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.
- 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 interpersonal and relationship-building skills.
- Experience in data analytics, SQL, or Python is preferred.
