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.

About the Team
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers. We are looking for a Customer Experience Recover Strategy Program Manager to manage the Compensation strategy for each region to fulfill the business' needs, and drive continuous improvement together with cross functional teams.

Roles & Responsibilities
- Responsible for the establishment and optimization of TikTok Shop's global compensation strategy, including expanding auto-compensation scenarios/strategies to proactively solve user pain points, and recovering User Experience by optimizing manual compensation strategies and processes. At the same time, responsible for the management and upgrade of compensation strategies, and taking into any localization requirements.
- Responsible for regularly analyzing and researching the compensation strategies and capabilities of major global e-commerce platforms, and based on this, formulating the direction of compensation strategies and figuring out the execution plan, making TikTok Shop's compensation strategies always competitive as one of the available solutions, able to contribute to marketing/business expansion, and ensure TikTok Shop's compensation strategy should be equal to or may slightly above user expectations and market average levels.
- Collaborate with relevant teams to improve the compensation system and product capability construction. Ensure that the product capability can fully support the compensation requirements in various scenarios, including automatic or manual compensation requirements. Continuously optimize the entire compensation process (including pre, mid and post-compensation stages), and be responsible for the performance of efficiency/experience indicators such as compensation rate, accuracy, efficiency, and user perception.
- Responsible for the construction of the compensation data monitoring mechanism, including budget formulation and usage monitoring, defining key metrics which are able to evaluate whether the compensation strategy is successful or not. Enabling each compensation strategy to achieve maximum benefit goals within the budget, and using performance data as the key point to optimizing and retiring any compensation strategies. Responsible for compensation ROI.
- Participate in managing the compensation auditing team, responsible for building and optimizing the quality auditing strategy, process and product capabilities (workbench, etc.). Responsible for quality indicators such as auditing accuracy and compensation accuracy.

Qualifications

Minimum Qualifications
- Bachelor's degree or above degrees is needed.
- 4+ years of related working experience in leading and managing customer success or compensation experience design. Expertise in project design.
- Strong communication skills and ability to drive for results and manage changes.
- Good ability in data analysis and using data to define direction.

Preferred Qualifications
- Strengths in problem-solving, issue-resolution, and working in a deadline-driven environment.
- Attention to detail and ability to multitask.
- Flexibility in cross time zones and regional cooperation.

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.

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