At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
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E-commerce's Governance and Experience (GNE) is a global team striving to achieve full customer satisfaction, promote a sustainable sales environment, and provide the perfect purchase experience. The Experience Team is part of the GNE organization with a mission to deliver trustworthy and excellent experiences for every user of TikTok Shop. Our team is looking for a Senior User Experience Program Manager to lead initiatives that enhance customer trust, satisfaction, and engagement across various touchpoints of the customer journey. In this strategic role, you will develop and implement effective user experience strategies that not only support trust-building initiatives but also ensure that user-facing content is accessible and impactful. Collaborating closely with cross-functional teams-including Product, Content, Design, and Data Analytics teams-you will drive the success of our customer experience programs and significantly contribute to the long-term perception and success of our platform.

Responsibilities
- Create and implement user-facing content strategies that enhance understanding of customer experience initiatives, utilizing graphic, video and instructional design to communicate key policies effectively.
- Analyze customer feedback and performance metrics to identify opportunities for improvement, aiming to reduce contacts while enhancing education and awareness.
- Lead initiatives to foster customer trust by implementing effective strategies that support user reviews, badging, seller performance, and aftersales protections.
- Collaborate with cross-functional teams, including Core Product, to integrate trust-building initiatives into the overall user experience, dynamically tailoring initiatives for optimal user engagement.
- Analyze the end-to-end customer journey, from discovery to post-purchase, to identify and address experience gaps, driving improvements and innovative solutions.
- Conduct market research and analysis to stay informed about industry trends, competitive landscape, and customer preferences to optimize content and trust strategies.
- Monitor and evaluate the effectiveness of trust programs and content performance, collecting user feedback and conducting assessments to measure impact.
- Develop tailored user rights strategies for specific categories that aim to enhance customer conversion and retention, ultimately maximizing lifetime value and encouraging repeat purchases.
- Communicate program updates, trust-related initiatives, and content strategies to internal stakeholders to foster transparency and build trust in the platform.

Qualifications

Minimum Qualification
- BA/BS degree or equivalent practical experience and 5+ years of relevant experience in program or project management, preferably within eCommerce or marketplace platforms.
- Proven track record of leading large projects and cross-functional initiatives focused on enhancing customer trust and satisfaction.
- Excellent analytical skills with the ability to interpret data and drive actionable insights.
- Strong written and verbal communication skills, capable of simplifying complex concepts for diverse audiences.
- Demonstrated past success working in a matrix environment and ability to influence key stakeholders

Preferred Qualifications:
- Ability to thrive in a fast-paced environment, managing multiple priorities with attention to detail and a strong sense of ownership.
- Demonstrated expertise in delegating responsibilities, reviewing content strategies, and offering informed recommendations to shape and enhance the direction of content initiatives.
- Experience with post-purchase experiences that include fulfillment, returns, refunds and customer service.

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.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $125400 - $235980 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.