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:
The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. This role sits within the EMEA E-Commerce Governance and Experience team. This team is responsible for ensuring our marketplace is engaging, safe and trustworthy for not only users, but also sellers and creators. We put the customer at the heart of our business and work on policies, rules, products and systems to ensure a best in class customer experience.

About the Role:
We're looking for a data driven customer experience program manager to join our growing EMEA team. In this role, you'll work with colleagues across TikTok Shop to help identify problems and opportunities to improve the customer aftersales experience. This includes, returns, refunds and cancellations. You'll analyse data and build business cases to improve our product, process and/or policy for aftersales.

We operate in a multi-sided marketplace and balance the needs of our customers (buyer), sellers and creators. Therfore, to be successful in this role you'll need to have strong judgement, analytical problem solving and detailed planning skills. You'll also need to have strong data and communication skills as you'll use data driven business cases to align with a wide variety of stakeholders.

Key Responsibilities Include:
- Own the buyer support experience for when they receive support from marketplace sellers. Build the vision and plan to ensure customers can quickly and easily get support from sellers.
- Own key buyer-seller support metrics including response rate, resolution rate and satisfaction and analyse data, identify key areas for improvement and translate into clear, concise, and impactful insights that inform business strategies, project prioritization and decision-making
- Triangulate findings and insights from across different sources to scope out key customer problems and collaborate with cross functional teams and key stakeholders to gather requirements, design best fit solutions, and negotiate project timelines and resources
- Produce and own Business Requirements Documents (BRD) detailing key product and operational requirements to deliver the overall strategy, ensuring that all interdependencies are identified and tracked to schedule.
- Be the single point of contact for changes in seller governance policies and enforcement for buyer support and ensure they are fair and in competitive industries, marketplaces, compliance requirements and business needs.
- 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, including marketing, product, logistics, sales, and senior management to deliver initiatives to improve customer satisfaction and retention.

Qualifications

Minimum Qualifications:
- Bachelor's degree or Master's degree (or equivalent practical experience)
- Significant experience in Insights, Analytics, Product or Program Management for Customer Experience or E-Commerce.
- Demonstrable analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action.
- Proven experience using strong interpersonal and relationship-building skills to interact at all levels within the organisation and earn respect universally.
- Excellent verbal and written communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insight

Preferred Qualifications
- Comfort working in a fast paced, ambiguous and high growth environment
- Cross cultural communication and collaboration skills working cross functionally in a global working environment
- German, Spanish, French, Italian or Arabic language skills preferred due to collaboration with teams across EMEA.
- Experience in data analytics, SQL or Python Preferred.

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.