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 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 end to end customer aftersales journeys, this could be within returns, refunds or cancellation. 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 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 the project and product plan for implementation, including writing out Business Requirements Documents (BRDs) ensuring that 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, 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.