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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ABOUT THE TEAM
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SMT is looking for a Service Insights (SI) Program Manager. The SI team will be responsible for identifying gaps and opportunities by leveraging VOC, VOB analysis capability, and pushing for problem solving by excellent cross function collaboration, product revamping or strategy enhancement.

Responsibility:
- Drive a comprehensive "Voice of the Customer" strategy and define methods to align VOC insights with in-depth customer analyses in order to better understand and predict consumer behavior.
- Develop effective intelligence and business insight strategy based on analysis and assessment of customer inputs and satisfaction scores. Present feedback results to leadership teams to reinforce overall drivers of our customer's experience and provide actionable recommendations for improvements.
- Create communication and assist in defining the integration processes for customer insights into cross-functional action plans; and establish on-going tracking and reporting.
- Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
- Provides innovative and comprehensive solutions to improve customer satisfaction and simplify customer problems with carefully crafted solutions by country/region at global level.
- Lead the development of strategy and vision for multiple areas and influence key stakeholders both internally and externally.
- Present and report key business outcomes with measurable data and voices from customers to the senior management team to align on executive plans.
- Work closely various internal and external teams, e.g. Experience, Governance, Service Delivery, Operational Excellence, Product, teams to ensure project delivery and successful collaboration.

Qualifications

Minimum requirement
- BA/BS degree or equivalent practical experience.
- Minimum 5+ years business experience in service and experience field.
- Experience in global service launch especially in new market kickoff.
- Passion for customers and effective at designing and implementing experience KPI's and other measures.
- Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization.
- Ability to advocate and influence while not owning directly.

Preferred Qualifications:
- Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
- Strong verbal and written communication skills with a demonstrated experience engaging and influencing senior executives.
- Strong ownership and a team player, always focused on delivering results with high standards.
- Experience in eCommerce or marketplace platforms.

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.